Director, Workforce Management
Be the spark that brightens days and ignite your career with TTEC’s award-winning employment experience. As a Director - Workforce Management working remotely in Metro Manila, Philippines, you’ll be a part of bringing humanity to business. #experienceTTEC
What You’ll be Doing
Do you have a passion for crisis management, strategic planning, and leadership? Are you looking for an opportunity to drive business continuity and lead global initiatives?
As the Director of Contingency Management & Business Continuity Planning (BCP), you will play a critical role in ensuring seamless operations for TTEC sites and remote employees worldwide. You’ll oversee contingency and crisis management efforts, manage the Absence Line and SMS tool, and coordinate BCP strategies to mitigate risks. Your leadership will extend to the reporting team, driving key operational insights through the MP scorecard, B2P reports, and Looker data ingestion.
In addition, you’ll guide the Global Workforce Management (GWFM) Training team, equipping them with the skills and knowledge to drive performance excellence. Your ability to plan, lead, and adapt will be instrumental in maintaining operational stability and ensuring TTEC is always prepared for the unexpected.
You’ll report to the Executive Director, Workforce Management. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
·Lead contingency management efforts to ensure seamless business continuity for TTEC sites and remote employees worldwide, collaborating with cross-functional teams to implement effective BCP strategies.
·Oversee the Absence Line and SMS tool, ensuring efficient communication and coordination of absence-related issues across the organization.
·Manage the reporting team, ensuring timely and accurate delivery of key operational reports, including MP scorecards and B2P reports, while optimizing data ingestion into Looker for performance analysis.
·Mentor and support the GWFM Training team, ensuring they have the necessary skills and resources to drive workforce efficiency and performance excellence.
·Engage with senior leadership and stakeholders, providing updates on contingency plans, workforce training initiatives, and operational performance insights.
·Continuously evaluate and improve processes, leveraging industry best practices and innovative solutions to enhance overall efficiency and preparedness.
What You Bring to the Role
· 6 years or more of data analysis experience or equivalent experience
· Bachelor’s Degree or equivalent
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· You lead by example and collaborate with your team and management to contribute to overall success
· A solution-oriented mindset to ensure happy customers
· Understanding, interpreting, and manipulating data for reporting
What You Can Expect
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes... a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement) Visit https://mybenefits.ttec.com/?manual for more information.
About TTEC Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
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