PH - Workforce & Capacity Management Director - 3B

TOA Global


Date: 3 weeks ago
City: Manila
Contract type: Full time
Workforce & Capacity Management Director

Location: Manila/Clark/Cebu/Tarlac

Work Arrangement: Full time, hybrid

Unlock your potential!

  • An experienced and visionary Workforce & Capacity Management Director to lead and optimize our workforce and capacity strategies, ensuring operational excellence and alignment with business objectives. This role is pivotal in driving efficiency, enhancing employee satisfaction, and delivering exceptional service levels across the organization
  • To lead and optimize workforce planning, capacity, forecasting, and staffing initiatives. This role is critical in ensuring operational efficiency, maintaining service level agreements (SLAs), and driving continuous improvement across the organization
  • The WFM Director will collaborate closely with key stakeholders across departments to align workforce strategies with business goals

Responsibilities

Strategic Workforce and Capacity Planning

  • Develop and implement workforce and capacity strategies by analyzing trends, forecasting requirements, and aligning plans with business goals and organizational growth objectives.

Operational Leadership

  • Oversee daily workforce and capacity operations, ensuring SLA compliance, managing schedules, tracking performance, and proactively addressing forecast deviations to meet demand.

Data Analytics

  • Lead and develop WFM tool optimization to enhance forecasting and efficiency, utilize data analytics for actionable insights, and deliver regular KPI reports on performance and adherence.

Team Leadership and Development

  • Manage and mentor the WFM and Capacity team, fostering collaboration and excellence. Provide coaching and development opportunities and serve as a subject matter expert in workforce management best practices.

Stakeholder Management and Engagement

  • Collaborate with Operations, HR, Finance, and other departments to optimize workforce processes. Communicate strategies, updates, and challenges across the organization and provide data-driven recommendations to leadership.

Process Improvement

  • Identify inefficiencies and implement process improvements to boost productivity and cost-effectiveness. Drive continuous enhancements in forecasting, scheduling, and real-time adjustments, while staying current on industry trends to apply best practices.

Personal Attributes

  • Communication – Clear, Concise and Compelling
  • Presentation - High influencing ability, enjoys being on stage and the comfortable being at the center of driving a discussion.
  • Intelligence - A natural problem solver, with an ability to see the problem after the problem. Strong demonstrated commercial acumen.
  • Motivation - A daily Driver, creates urgency, brings energy and solutions to every situation or audience.
  • Ambition - Unrealistically ambitions for growth and client success. Thinks big, wants to win big and is passionate about taking people on that journey.
  • Leadership - An inclusive but decisive leadership style with a very goal focused approach to helping other achieve more than they expect of themselves.

Key Qualifications/Experience

  • Bachelor’s degree in Statistics, Mathematics, Business Administration, Operations Management, Human Resources, or a related field
  • At least 10 years of workforce management experience, including 5+ Years in a Leadership role
  • Proven expertise in planning, forecasting, scheduling, and real-time management in complex, high-volume environments. Successful track record in team management and delivering results in fast-paced industries
  • Proficiency in WFM softwares is an advantage (e.g., NICE, Verint, Genesys) and advanced knowledge of data analysis tools (Excel, Power BI, Tableau). Strong understanding of contact center operations and metrics (if relevant)
  • Exceptional analytical and problem-solving skills with the ability to translate data into actionable strategies
  • Strategic thinking with a keen ability to align workforce strategies with organizational objectives
  • Experience managing cross-functional teams and driving large-scale workforce initiatives

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