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Qualfon

Director, Workforce Management

Qualfon

. Manage Workforce Management for all clients/accounts supported by the local WFM team in centralized facilities, including Cebu and Dumaguete .

Posted 10/13/2026full-timeRemote • PhilippinesLeadWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive experience in Workforce Management, including planning, scheduling, and real-time management, while effectively leading and developing diverse teams. Proficient in utilizing WFM tools and methodologies to optimize operational efficiency and ensure client satisfaction.

Highest-signal resume keywords
Workforce Management LeadershipWFM Tools ProficiencyStrategic PlanningCoaching and Team DevelopmentAnalytical and Numerical Insight

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Workforce ManagementPlanningSchedulingTraffic TheoryData AnalysisCapacity EvaluationQuality ControlProject ManagementClient ManagementOperational Management
Soft Skills
Communication SkillsCoaching SkillsFlexibilityInnovationOrganizational Awareness
Tools & Technologies
MS OfficeExcelVerintNICEASPECTIEXAvaya CMS
Industry Keywords
Call Center EnvironmentCSR SkillsStandardizationTeam BuildingStakeholder Management

Tech Stack

Tools & technologies
Erlang

About the role

Key responsibilities & impact
  • 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

What you’ll need
  • 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

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