Workforce, MIS, RTA Head

As the Workforce Management, MIS & RTA Head for our Contact Center Channel, you will lead the strategic planning, forecasting, scheduling, and real-time performance management of the contact center. This role is responsible for ensuring optimal workforce capacity, driving operational efficiency, and maintaining the integrity of data and reporting systems to support business decisions and service excellence.

How you'll contribute

• Develop and manage forecasting, scheduling, and capacity planning models to support operational requirements and ensure service level targets are achieved.
• Monitor and analyze key workforce management metrics, identify performance gaps, and implement data-driven solutions to optimize staffing and productivity.
• Oversee real-time contact center operations and recommend tactical adjustments to protect service levels and customer experience.
• Analyze the impact of call volume, Average Handle Time (AHT), shrinkage, and other workforce drivers on manpower requirements.
• Lead the collection, management, and analysis of operational data to identify trends, business drivers, and opportunities for continuous improvement.
• Ensure the accuracy, integrity, and governance of the contact center's reporting and management information systems.
• Deliver timely, accurate, and actionable reports, insights, and recommendations to support business and operational decision-making.
• Drive workforce management and reporting initiatives, process improvements, and strategic projects across the contact center.

What we're looking for

• Bachelor's degree in any field.
• At least 10–15 years of experience in workforce management, contact center operations, customer service, or related functions within a BPO or shared services environment.
• Proven experience in forecasting, scheduling, capacity planning, real-time management, and management information systems (MIS).
• Exposure to contact center operations within the banking or financial services industry is an advantage.
• Strong analytical and problem-solving skills with experience in reporting, performance analysis, root cause analysis, and operational planning.
• Excellent stakeholder management, communication, and cross-functional collaboration skills.
• Detail-oriented, results-driven, and capable of leading teams in a dynamic, performance-focused environment.
• Willing to work onsite at our Makati Head Office.

About Security Bank

Security Bank is one of the Philippines best capitalized private domestic universal banks. Established in 1951 and publicly listed with the Philippine Stock Exchange (PSE:SECB) in 1995, our major businesses cover retail, corporate, commercial, and business (MSME) banking.

We're recognized as an Employer of Choice in Philippine banking by various award-giving bodies for our values-based culture, industry-leading engagement and benefits, and commitment to work-life balance.

Most recently, we ranked as the #2 best employer in the Philippines and #54 globally on the prestigious Forbes World's Best Employers 2023 list.

At Security Bank, our approach to Human Capital Management (HCM) is embodied by our Employee Value Proposition (EVP): YOU matter.

Start your BetterBanking career with us today.