Workforce Management Director

2 weeks ago

Pasig, National Capital Region, Philippines 03510eb3-3441-4b4c-8fb1-ada72773ffdf Full time ₱1,500,000 - ₱3,000,000 per year
Workforce Management Director (APAC) – Dialer & Workforce Strategy Focus

We're looking for an exceptional Workforce Management Director to lead our APAC WFM organization and drive end-to-end workforce optimization across forecasting, scheduling, staffing, and real-time operations. This role plays a critical part in shaping performance for outbound campaigns, ensuring dialer strategy alignment, and elevating service delivery across all channels.

If you're a strategic thinker with deep WFM expertise, dialer proficiency, and a passion for operational excellence, this is your next big opportunity.

What You'll Do

Lead WFM Operations Across APAC

  • Oversee Forecasting, Scheduling, Staffing, and Real-Time teams to ensure all KPIs—including SLAs, Occupancy, Shrinkage, Adherence, and Calls-to-Forecast—are consistently met or exceeded.

Drive Dialer Strategy & Optimization

  • Build and manage dialer strategies to maximize outbound efficiency and conversion.
  • Monitor dialer performance, pacing, contact rates, and list penetration to enable high-yield execution.
  • Partner with Operations and Client teams to optimize throttle rules, dialing modes, and campaign configurations.
  • Use dialer insights to refine workforce plans, staffing levels, and productivity targets.

Optimize Workforce Planning

  • Analyze historical trends and business forecasts to develop accurate staffing models for the region.
  • Create scheduling strategies that maximize coverage, reduce inefficiencies, and support multi-channel operations.

Enable Global Workforce Standards

  • Collaborate with global WFM leaders to roll out best practices, streamline processes, and maintain consistency across business units.
  • Ensure compliance with global workforce standards while adapting strategies for APAC needs.

Lead, Coach, and Inspire

  • Strengthen WFM capability by coaching analysts and WFM leads.
  • Promote a culture of performance, continuous improvement, and operational discipline.

Provide Insightful Reporting

  • Prepare and present data-driven insights on staffing efficiency, forecast accuracy, dialer productivity, service levels, and overall WFM health.

Execute Real-Time Strategies

  • Drive real-time decisions to ensure optimal service delivery, resource alignment, and rapid issue resolution.

What You'll Bring

  • Preferably at least 7 years of Workforce Management experience, ideally in a regional or global setting.
  • Strong expertise in dialer management, outbound operations, and pacing strategies.
  • Excellent analytical and problem-solving abilities—with strong business acumen.
  • Outstanding communication and stakeholder management skills.
  • Proven leadership experience with the ability to grow, mentor, and inspire high-performing teams.
  • A calm, strategic mindset suited for fast-moving, high-demand environments.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.

  • Director of Workforce Management

    2 weeks ago

    Pasig, National Capital Region, Philippines Acquire Intelligence Full time ₱2,500,000 - ₱5,000,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAt Acquire Intelligence, our mission is to help business work smarter.We bring together the best people, efficient...

  • Director of Workforce Management

    1 week ago

    Pasig, National Capital Region, Philippines Acquire Intelligence Full time ₱1,500,000 - ₱2,500,000 per year

    We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the worldAt Acquire Intelligence, our mission is to help business work smarter. We bring together the best people, efficient...

  • Site Director

    2 weeks ago

    Pasig, National Capital Region, Philippines 137b468c-7f13-45ee-aff5-efeefaff30f6 Full time ₱120,000 - ₱180,000 per year

    We are looking for an experienced Site Director to lead end-to-end operations, elevate manufacturing performance, and drive strategic growth. You will oversee production, quality, engineering, supply chain, and people operations while building a culture of excellence. This role is ideal for a decisive leader with deep manufacturing expertise and a passion...

  • Director, Product Management

    2 weeks ago

    Pasig, National Capital Region, Philippines Mastercard Full time $120,000 - $240,000 per year

    Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships...

  • HR Specialist – Organization Design and Workforce Planning

    2 weeks ago

    Pasig, National Capital Region, Philippines The Medical City Full time ₱1,800,000 - ₱2,500,000 per year

    The OpportunityThis is not a transactional HR role. AsHR Specialist – Organization Design and Workforce Planningat The Medical City, you will be at the core of shaping how the organization is structured, staffed, and prepared for the future.You will work directly with the Group Chief Human Resource Officer and collaborate across business units to lead...

  • Director of Client Services

    2 weeks ago

    Pasig, National Capital Region, Philippines TaskUs Full time ₱1,500,000 - ₱3,000,000 per year

    About TaskUs: TaskUs is a provider of outsourced digital services and next-generation customer experience to fast-growing technology companies, helping its clients represent, protect and grow their brands. Leveraging a cloud-based infrastructure, TaskUs serves clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming...

  • Director of Revenue

    2 weeks ago

    Pasig, National Capital Region, Philippines Hospitality Industry Full time ₱600,000 - ₱1,200,000 per year

    The Director of Revenue is responsible for driving total revenue performance across all managed hotels through strategic pricing, distribution, and system optimization. This role oversees the Property Management System (PMS), Central Management System (CMS), and leads the onboarding and integration of new management hotels. The Director will collaborate...

  • Senior Operations Director

    2 weeks ago

    Pasig, National Capital Region, Philippines Valmont Couture Full time ₱1,500,000 - ₱2,500,000 per year

    Company DescriptionFor nearly 80 years, Valmont Couture has been a global leader in providing products and solutions that support vital infrastructure and advance agricultural productivity. We are committed to customer-focused innovation that delivers lasting value. Valmont serves two primary segments — agriculture and infrastructure — with seven...

  • Director of Revenue

    2 weeks ago

    Pasig, National Capital Region, Philippines SMS Hospitality Network Full time ₱60,000 - ₱180,000 per year

    The Director of Revenue is responsible for driving total revenue performance across all managed hotels through strategic pricing, distribution, and system optimization. This role oversees the Property Management System (PMS), Central Management System (CMS), and leads the onboarding and integration of new management hotels. The Director will collaborate...

  • Director of Sales and Marketing

    2 weeks ago

    Pasig, National Capital Region, Philippines SMS Hospitality Network Full time ₱600,000 - ₱1,200,000 per year

    Position SummaryThe Director of Sales & Marketing provides strategic leadership and direction to the Sales and Marketing Division. This role is responsible for developing and executing comprehensive sales strategies, marketing campaigns, and brand initiatives that maximize revenue growth, strengthen market positioning, and drive overall profitability across...