Director, Workforce Management

🔥 13 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Qualfon

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1995

📣 Marketing

📦 Logistics

🏥 Healthcare

Marketing • Logistics • Healthcare

Qualfon is a comprehensive provider of customer engagement solutions, specializing in services such as contact center operations, digital marketing, data analytics, and fulfillment. The company focuses on enhancing customer interactions and driving revenue through a blend of innovative marketing strategies and back-office support. With a strong commitment to customer care, Qualfon aims to improve customer loyalty and satisfaction across various industries.

📋 Description

• Manage Workforce Management for all clients/accounts supported by the local WFM team in centralized facilities, including Cebu and Dumaguete • Oversee operational management of planning, scheduling, and real-time management • Ensure the right CSR skills are deployed at the right time, in the right quantities, and at the right cost • Manage communication among Planners, Traffic/RTA, and Operations • Secure structures, processes, and SOPs • Assure quality control • Advise WFM Managers, WFM Supervisors, and team members • Propose strategies with upper management and clients • Drive standardization across the organization, state-side and globally • Establish required capabilities and assess team-member potential • Monitor team-member work activities qualitatively and quantitatively • Train new team members and review personal development • Build and lead a diverse team of managers and professionals • Coach and motivate team members • Conduct team meetings and organize team-building activities • Participate in WFM and client planning consultations and screening tests • Develop, optimize, and safeguard WFM structures, systems, instruments, and procedures • Continuously improve planning and scheduling efficiency and effectiveness • Determine WFM conditions and targets • Manage internal client-team expectations and satisfaction • Prepare projects by evaluating capacity, staffing, workspace, team assignments, and CSR experience • Lead strategic decisions using forecasts, planning, trend history, real-time data, and schedule management • Organize and allocate work for Planners, Forecasters, Schedulers, and RTA staff • Evaluate and implement restorative measures • Maintain availability for communication with client teams • Address WFM complaints and stakeholder dissatisfaction • Discuss planning, capacity, team setup, and idle time with relevant stakeholders • Direct Planners and RTA staff and consult with Client Team Managers, Operations Managers, and Account Management

🎯 Requirements

• At least 10 years of senior leadership experience • Minimum of 5 years in Workforce Management leading managers and a team of exempt level professionals • College-level coursework, preferably in logistics, economics, statistics or mathematics • Work experience in a call center environment with planning • Flexibility • Strategic thinking • Coaching skills • Communication skills • Customer and client management skills • Organization awareness • Innovation • Analytical and numerical insight • Strong communication skills • MS Office, specifically Excel • Accuracy • Good knowledge of contact center procedures • Thorough knowledge of traffic theory (Erlang) and Workforce Management • Very good knowledge of WFM tools such as Verint, NICE, ASPECT, IEX, and Avaya CMS

🏖️ Benefits

• No benefits, perks, or compensation extras are explicitly stated