Workforce Management Director | WFH | Night | Up to PHP200K

• Salary: PHP PHP200000 per month
• Type: Full Time
• Region: International
• Town/City: Mandaluyong, National Capital Region
• Posted: 15/12/2025
• Listed in: Administration & Secretarial
• Reference: JOB _

Job Description
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

Shift: Night shift, weekends off

Work setup: Permanent WFH

Salary: PHP 150, PHP 200,000.00

Exciting Perks Await

• Competitive Salary Package
• Permanent WFH arrangement
• HMO coverage with free dependent upon regularization
• Fixed weekends off
• 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
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• 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

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