Director, Workforce Management

Your potential has a place here with TTEC’s award-winning employment experience. As a Director – Business Performance and Strategy working remotely as needed by the business 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 driving profitability, operational excellence, and strategic business transformation? Are you looking for an opportunity to lead high-impact initiatives and influence performance across multiple verticals?

As the Director of Business Performance & Strategy, you will play a key role in delivering cross-functional support across various business units—acting as a strategic “SWAT” team focused on solving operational challenges and driving sustainable improvements. You’ll lead initiatives centered on profitability analysis, coaching alignment, and performance strategy, while partnering closely with both internal teams and external clients.

This role is designed to bridge operational data and strategic insight to optimize business outcomes. You’ll work directly with senior stakeholders, guide initiatives that enhance vendor rankings, and help transform processes that impact frontline and back-end operations.

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 your team to resolve issues, accomplish goals, and influence their career mobility.

During a Typical Day, You’ll

• Conduct profitability analysis by evaluating cost versus revenue and determining the financial viability of key projects and accounts.
• Drive operational strategy by initiating and supporting cross-functional projects that uplift client success and overall efficiency.
• Partner with frontline and support leaders to improve coaching consistency, resulting in stronger team performance and engagement.
• Join client-facing engagements such as calibrations and strategy sessions to help elevate vendor standing and partnership alignment.
• Identify operational bottlenecks across business units and implement process improvements that streamline execution and maximize output.

What You Bring to the Role

·Strong understanding of TTEC’s business, core values, and goals

·Strong verbal and written communication skills

·Ability to manage multiple, complex, on-going tasks and projects

·Ability to lead and partner successfully with staff and chain of command

·Proficient English, both written and verbal

·Math/statistics and computer proficiency

·Great interpersonal skills

·Open, honest, and empathetic manner when dealing with people

·Strong attention to detail and desire to follow procedures

·High customer service orientation

·Working knowledge of database applications such as MS Office and WFM platforms

·MS Office - Excel, Outlook, PowerPoint

·Aspect eWFM, Verint WFM, NICE IEX

·High level of integrity, and judgment

·Data analysis and reporting

·SMART Action planning

Preferred Qualifications

• Minimum of 10 years knowledge or experience in contact center business
• 5 - 10 years direct MANAGEMENT experience with WFM
• Strong data analysis, business intelligence and reporting

·Six sigma / Lean / White-Belt Certification

oBlack belt is a plus

·Experienced in Power BI is a plus

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/ 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.

#LI-Remote