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Assistant Vice President - Workforce Management
Assistant Vice President - Workforce ManagementEXL Service Philippines, Inc. • Pasay, National Capital Region, Philippines
Assistant Vice President - Workforce Management

Assistant Vice President - Workforce Management

EXL Service Philippines, Inc. • Pasay, National Capital Region, Philippines
8 days ago
Job description

Role Overview


  • Leads a team of Workforce Management (WFM) Supervisors and Analysts to provide operational support.
  • Responsible for Workforce Management and service delivery to both internal and external stakeholders.
  • Manages WFM teams across 3–5 client accounts, ensuring effective leadership, mentoring, and operational alignment.
  • Oversees WFM processes, client KPIs, and financial performance in a multi‑site, multi‑platform environment.
  • Acts as a checkpoint and reviewer of WFM practices, processes, and outputs to maintain quality and consistency.
  • Partners closely with Operations to drive improvements, resolve issues, and implement strategic solutions.
  • Ensures optimal staffing levels, occupancy, and resource utilization to maximize service delivery and seat efficiency while maintaining financial discipline.
  • Develops processes, scorecards, and performance plans to strengthen team management and accountability.


Qualifications & Experience

  • 15+ years of experience in Workforce Management within a multi‑site, multi‑client BPO environment.
  • At least 2 years in a Director role overseeing multiple programs of varying sizes and complexities.
  • Progressive experience in workforce management, operations, or related leadership roles.
  • Strong analytical skills for interpreting data, identifying trends, and making data‑driven decisions.
  • Excellent communication and interpersonal skills to collaborate across departments and engage with employees at all levels.
  • Proven leadership abilities, including motivating teams, driving change, and achieving measurable results.
  • Familiarity with workforce management tools, HRIS systems, and relevant technologies.
  • Strategic thinker with the ability to align workforce initiatives with overall business objectives.
  • Strong problem‑solving skills to address workforce challenges and implement effective solutions.

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Assistant Vice President - Workforce Management • Pasay, National Capital Region, Philippines

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