Vice President for Workforce Management

Vice President for Workforce Management
Location: Frontera Verde, Pasig
Salary: Negotiable
Starting date: ASAP

• Heads and oversees the Business Readiness team and Real-Time Monitoring team in supporting operations
• Serves as the primary point of contact for staff level forecasting, capacity planning, resource planning, and provides input to the finance department for contact center financial planning
• Directs, oversees and enforces the strategic objectives of the organization by understanding the current state of the company, its customers, industry, and environment
• Directs the multi-site contact center schedule requirements, and provide consultation to teams on methods to optimize staffing and best meet call volume patterns across the network, including outsource partners
• Develops business plans for department operations, including budget Ensures that staffing is efficient in order to maintain operational objectives
• Evaluates and performs risk analysis on capacity assumptions including overall and site-level workload, technology initiatives, and facilities utilization
• Works toward achieving maximum efficiency of call intakes
• Develops policy and procedures for the information flow of contact centers
• Ensures that operating units are compliant with established operational controls and best practice
• Reports on and identifies account profitability and opportunities, recommending strategies to improve
• Leads, mentors and develops a team of workforce managers, supervisors and analysts

• Ability to build strong relationships with applicable leadership teams
• Enthusiasm and curiosity for continuous improvement and root cause analysis
• Strong strategic and critical thinking skills; ability to see the “big picture” while also diving into the details where necessary
• Proactive leader who uses good judgment and makes decisions as necessary
• Demonstrated ability to attract and develop strong talent
• Outstanding verbal and written communication, ability to present and gain consensus with a large group
• Outstanding decision making ability and ability to work independently
• Strong problem-solving skills, self-motivation and the capacity to work under pressure and tight deadlines
• Inquisitive and a self-starter by nature
• Call Center operations/leadership experience
• Advanced Microsoft Excel skills required
• Amenable to working in Frontera Verde, Pasig City

Work Experience and Education Guidelines:
• University degree or equivalent; preferably master’s degree (i.e. MBA)
• 10+ years demand planning and forecasting experience
• 10+ years capacity planning and resource planning experience
• 10+ years of experience using a workforce management system (preferably IEX TotalView)

How to Apply?

Send updated CV to:

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NOTE: No Fees will be collected. Only qualified applicants will be entertained. Your resume is being kept with utmost confidentiality. All questions and inquiries will be answered during interview.

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