Workforce Management Director | Dialer &… at Support… · Manila

Workforce Management Director (APAC) – Dialer & Workforce Strategy Focus

We’re looking for an exceptional Workforce Management Director to lead our APAC WFM organization and drive end-to-end workforce optimization across forecasting, scheduling, staffing, and real-time operations. This role plays a critical part in shaping performance for outbound campaigns, ensuring dialer strategy alignment, and elevating service delivery across all channels.

If you’re a strategic thinker with deep WFM expertise, dialer proficiency, and a passion for operational excellence, this is your next big opportunity.

What You’ll Do

Lead WFM Operations Across APAC

• Oversee Forecasting, Scheduling, Staffing, and Real-Time teams to ensure all KPIs—including SLAs, Occupancy, Shrinkage, Adherence, and Calls-to-Forecast—are consistently met or exceeded.

Drive Dialer Strategy & Optimization

• Build and manage dialer strategies to maximize outbound efficiency and conversion.
• Monitor dialer performance, pacing, contact rates, and list penetration to enable high-yield execution.
• Partner with Operations and Client teams to optimize throttle rules, dialing modes, and campaign configurations.
• Use dialer insights to refine workforce plans, staffing levels, and productivity targets.

Optimize Workforce Planning

• Analyze historical trends and business forecasts to develop accurate staffing models for the region.
• Create scheduling strategies that maximize coverage, reduce inefficiencies, and support multi-channel operations.

Enable Global Workforce Standards

• Collaborate with global WFM leaders to roll out best practices, streamline processes, and maintain consistency across business units.
• Ensure compliance with global workforce standards while adapting strategies for APAC needs.

Lead, Coach, and Inspire

• Strengthen WFM capability by coaching analysts and WFM leads.
• Promote a culture of performance, continuous improvement, and operational discipline.

Provide Insightful Reporting

• Prepare and present data-driven insights on staffing efficiency, forecast accuracy, dialer productivity, service levels, and overall WFM health.

Execute Real-Time Strategies

• Drive real-time decisions to ensure optimal service delivery, resource alignment, and rapid issue resolution.

What You’ll Bring

• Preferably at least 7 years of Workforce Management experience, ideally in a regional or global setting.
• Strong expertise in dialer management, outbound operations, and pacing strategies.
• Excellent analytical and problem-solving abilities—with strong business acumen.
• Outstanding communication and stakeholder management skills.
• Proven leadership experience with the ability to grow, mentor, and inspire high-performing teams.
• A calm, strategic mindset suited for fast-moving, high-demand environments.

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.