Workforce Management Director

2 weeks ago

Manila, National Capital Region, Philippines Support Services Group Full time

SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in more than 10 countries around the world.

We are looking for a highly skilled and experienced Workforce Management Director to lead our APAC team and oversee all aspects of workforce optimization, forecasting, scheduling, and staffing. You will be responsible for ensuring the delivery of high-quality service to our clients across multiple channels, including outbound, and managing the performance and development of our workforce.

Responsibilities will include:

  • Manage and oversee the Workforce Analyst, Staffing and Forecasting functions to ensure all operational metrics, such as Service Levels, Occupancy/Shrinkage, and Calls to Forecast, are met, or exceeded.
  • Identify and implement opportunities for cost reduction, efficiency improvement, and service enhancement.
  • Work with senior management and global teams to align workforce strategies with business objectives and customer needs.
  • Analyze historical trends and future projections to create accurate and efficient forecasting, scheduling, and staffing plans for the APAC region.
  • Work with global WFM team to implement and monitor workforce optimization programs and best practices to ensure innovation, standardization, and compliance across all divisions.
  • Utilize Calabrio Teleopti WFM software to manage and track custom schedules, budgeting, business collaboration, demand forecasting, HR operations, and more.
  • Provide coaching, feedback, and training to the workforce management team and foster a culture of continuous improvement and excellence.
  • Communicate effectively with internal and external stakeholders and resolve any issues or escalations in a timely and professional manner.
  • Prepare and present reports and insights on workforce performance, productivity, quality, and customer satisfaction.
  • Drive real-time strategies to ensure we provide optimized service to our client.

Minimum Qualifications:

  • Bachelor's degree in business, operations, or related field.
  • Minimum of 10 years of experience in workforce management, preferably in a global or regional role.
  • Expertise in Calabrio Teleopti WFM software or similar tools.
  • Strong analytical, problem-solving, and decision-making skills.
  • Excellent communication, presentation, and interpersonal skills.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • Ability to lead, motivate, and develop a diverse and high-performing team.

Support Services Group is a CX solutions company who creates amazing experiences for the world's best brands and their customers. We're an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.


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