Workforce Operations Director

1 month ago


Makati City, National Capital Region, Philippines GSS PH Full time
Job Description

Key Responsibilities:

  • Lead a team of supervisors and managers with a minimum of 5 years of experience.
  • Oversee the planning and scheduling of workforce operations, ensuring optimal resource allocation.
  • Develop and implement end-to-end workforce management strategies, including forecasting, planning, and real-time management.
  • Utilize tools such as eWFM, Avaya, CMS, and NICE IEX to streamline operations and improve efficiency.
  • Manage a team of 500-1000 full-time equivalent staff members.
  • Prior experience in a Telco program is preferred.

Requirements:

  • Minimum 5 years of experience in workforce management.
  • 3 years of experience as a supervisor or manager.
  • Leadership experience, including handling RTA's schedulers and planners.
  • Experience with end-to-end workforce management, including RTA, scheduling, forecasting, and planning.
  • Proficiency in tools such as eWFM, Avaya, CMS, and NICE IEX.

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