Associate Director

We're Hiring: Associate Director – Workforce Management
Ready to lead and innovate in Workforce Planning? Join our team and make a real impact on operational excellence

What You'll Do:
Drive long-term and short-term forecasting for inbound/outbound call volumes
Manage staffing plans for internal and vendor resources
Deliver daily performance reports and actionable insights
Collaborate with leadership to improve KPIs (AHT, shrinkage, occupancy)
Perform Root Cause Analysis and implement solutions for success
Partner with WFM teams to align schedules and optimize operations

What We're Looking For:
Bachelor's degree or equivalent experience
10+ years leading Workforce or Performance Management teams
Expertise in WFM tools (Verint preferred, NICE, Genesys)
Strong forecasting, modeling & analytics skills
Visionary leadership with proven ability to drive change
Amenable to work in Cebu City (open for relocation)

Send your CV to...