Workforce Management Director | Permanent WFH | Up to PHP200K

Workforce Management Director | Permanent WFH | Up to PHP200K This range is provided by Emapta Global. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base pay range Lead the Strategy Behind Every Successful Customer Interaction In high-performing financial services, timing, talent, and trust matter. Our client, iCash , is a modern financial services organization focused on reshaping how people access credit. Built on transparency, fairness, and innovation, iCash delivers responsible lending solutions designed around real customer needs-not shortcuts. With a strong presence in Canada and a growing global workforce, the company combines advanced technology with human-centered service to create financial products that empower, not overwhelm. Joining iCash means leading within a mission-driven organization that values ethical growth, operational excellence, and long-term impact in the financial services space. This leadership role puts you in charge of the systems, strategy, and people that keep operations running at peak performance-every hour, every day. Job Description As the Director of Workforce Management , you will set the strategic direction for workforce planning, forecasting, scheduling, and real-time performance across a contact center environment. You'll partner with senior leaders to optimize staffing, strengthen service levels, and lead a high-performing WFM team that supports growth, efficiency, and employee engagement. Job Overview Employment type: Full-time Work setup: Permanent WFH Competitive Salary Package Permanent WFH arrangement HMO coverage with free dependent upon regularization Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.) Unlimited upskilling through Emapta Academy courses (Want to know more? Visit ) Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more) Unlimited opportunities for employee referral incentives across the organization Standard government and Emapta benefits Total of 20 annual leaves to be used on your own discretion Mentorship and exposure to global leaders and teams Diverse and supportive work environment The Qualifications We Seek At least 3 years of experience as a Director of Workforce Management within a contact center environment (Banking or Financial Services strongly preferred) Strong communication and collaboration skills, with the ability to work effectively with cross-functional leaders at all levels Proven expertise in forecasting, scheduling, and real-time management Advanced knowledge of NICE CXone CCaaS platform Strong analytical and data visualization skills, with the ability to present insights to senior leadership Demonstrated leadership experience managing and developing WFM teams Track record of identifying operational inefficiencies and implementing impactful improvements Your Daily Tasks Lead, coach, and develop the Workforce Planning team, including WFM analysts, forecasters, and real-time coordinators Foster a culture of data-driven decision-making and continuous improvement through close collaboration with Operations, HR, and Training Align workforce planning strategies with business goals and provide strategic insights to senior leadership Oversee forecasting, capacity planning, and scheduling to meet service and efficiency targets Manage shift planning, schedule optimization, and workforce modeling based on productivity, shrinkage, and attrition trends Supervise real-time performance, agent adherence, and intraday adjustments to maintain SLAs Coordinate with HR and Training on hiring plans, onboarding timelines, and class schedules Deliver reports, dashboards, and performance insights to support operational and strategic decisions Identify opportunities to improve processes, forecasting accuracy, and workforce efficiency Monitor KPIs including SLA, AHT, occupancy, shrinkage, forecast accuracy, and attrition Who Are We Welcome to Emapta Philippines Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024 , Emapta offers stable, global career opportunities without working abroad. Collaborate with international clients, grow your leadership impact, and thrive in a supportive, inclusive environment designed for long-term success. Apply now and be part of the #EmaptaEra Seniority Level Mid-Senior level Employment Type Full-time Job Function Customer Service Industries Outsourcing and Offshoring Consulting #J-18808-Ljbffr