Section Head
Makati City, National Capital Region, PH
OVERVIEW OF FUNCTION
The Workforce Management Section Head provides enterprise-level leadership in workforce management strategy for the Customer Contact Center (CCC), ensuring optimal staffing, operational efficiency, and service level attainment across all channels. The role is accountable for capacity planning, transaction forecasting, workforce scheduling, and real-time performance monitoring, supported by data-driven insights and advanced analytics.
The position leads the transformation of workforce management practices through automation, predictive analytics, and digital enablement, while establishing governance across CCC operations. It also drives process improvements, delivers executive-level reporting and actionable insights, and ensures alignment with business objectives, financial targets, and customer experience standards.
BASIC QUALIFICATIONS
- Over 10 years of total experience in Workforce Management, including at least 5 years in a leadership role (Team Head/Manager level)
- Experience in predictive analytics, BI tools, and digital/automation initiatives
- Strong leadership, coaching, and stakeholder management skills
- Excellent analytical, problem-solving, and decision-making abilities
- Solid communication, presentation, and data storytelling skills
BDO Unibank, Inc. provides equal opportunity to all qualified candidates. Hiring decisions are based on job requirements and candidate qualifications, and shall not be influenced by any consideration of race, color, religion, sex (including sexual orientation and gender identity), national or ethnic origin, or disability. Requisition ID: 28547