Senior Director of Workforce

Workforce Management Quezon City, Philippines Angeles City, Philippines


The role of the Senior Workforce Director relates to four domains of competency and responsibility: 

1) Workforce Operations Management 

  • Establish, Achieve, and Maintain Service level and Quality Objectives 
  • Demonstrate working knowledge of key performance indicators (not all inclusive):

○ Scheduled Staff to Actual 

○ Bill to pay

○ Adherence to Schedule 

○ Service Level 

○ Average Handling Time 

○ Percent Abandoned 

○ Productive vs. Non-Productive 

○ Average Speed of Answer (ASA) 

○ Occupancy

○ Forecasted Call Capacity vs. Actual 

  • Align Technologies and Processes to Maximize Service Delivery 
  • Manage Business Continuity Planning 
  • Financial Acumen and Planning Scope 
  • Coordinate with Operations, Capacity Planning, Forecasting and Finance teams to analyse historical data and forecast demand.
  • Manage the analysis of daily, weekly, and monthly reporting of site performance via Key Performance Indicators
  • Support global / site management to optimize staffing requirements
  • Root cause analysis and corrective action plan for variances in operational performance
  • End to end WFM support and revenue assurance globally

2) People Management 

  • Determine global structure of the workforce team and implementation
  • Determine Professional Development and Learning Needs; Develop and Implement a Professional Development Plan 
  • Manage Individual and Team Performance 

3) Customer Relationship Management 

  • Manage Internal and External Customer Relationships 

4) Leadership and Business Management 

  • Apply Leadership Practices and Principles 
  • Apply Business Management Practices and Principles 

Behavioural COMPETENCIES :

  • Goal Oriented Characteristics 
  • Helping Service Characteristics 
  • Leading Others Characteristics 
  • Thinking/Problem Solving Characteristics 
  • Innovation and Change Characteristics 
  • Communication Characteristics 

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