Vice President Operations - WFM

Posting Date: Feb 8, 2021

Location: Santa Rosa, PH

Company: iQor

Req ID: 22845 

Additional Work Locations:     

We’re excited you’ve considered to Be More with iQor. From Customer Interactions to Product Support, we’ll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training.  Earn More with industry-leading compensation.  And Care More in a culture that treats you like family and gives back to your community.  A world of opportunity is waiting. Let’s get started! 


Manages assigned Workforce Management responsibilities in a manner that reduces operating costs, increases revenues, helps employee satisfaction and ensures customer expectations are exceeded.


  • Provides optimum solutions and strategies through the effective use of WFM tools, processes and people
  • Drives innovation and continuous improvement by harnessing new technologies in the areas of systems, equipment, and processes.
  • Provides exceptional support to external and internal customers, team members, and shareholders
  • Directly and indirectly leads Workforce Management teams to meet exceed client and operations expectations and meet Company financial goals.
  • Researches and advises iQor of trends in technology, upcoming market demands, and future goals for Corporate.
  • Evaluates trends in WFM, and develops the direction the WFM organization should take.
  • Drives continuous improvement through reporting, analysis and management.
  • Reviews forecasting of revenue and COGS expenditures, in a manner which reduces operational costs.
  • Assures that procedures are efficient and work instructions are clear increases revenue, exceeds customer expectations, grows current business and obtains new business..
  • Establishes new systems if or where possible.
  • Leads staff and management, ensuring all groups work together, trends are monitored and quality is kept to a high standard. Offers new ideas and suggestions for improvement. Identifies and implements new practices and processes.
  • Demonstrates a commitment to customer service anticipates, meets, and exceeds expectations by solving problems quickly and effectively making customer issues a priority.
  • Performs other duties as assigned.


  • 15 or more years of workforce management experience, including at least 5 years in management.
  • Extensive experience working directly with multiple internal and external groups developing relationships.
  • Experience with personnel management and development.
  • Experience with financial analysis.
  • Strong technical background.
  • Extensive background in forecasting, scheduling, and other workforce management areas.
  • Ability to work in a fast pace environment.

Education Requirement

Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred. Master's Degree preferred. Training in WFM tools (NICE) preferred.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Individual will be required to stand and walk or otherwise traverse in order to be accessible to the production floor for extended periods of time. The person in this position will be required to regularly exert at least 10 lbs. of force to push, pull or otherwise move objects and may be required to carry or lift objects up to 50 lbs. The worker is required to have close visual acuity to perform activities such as: preparing and analyzing data and/or documents; viewing a computer terminal; and/or visual inspection of products or machinery. The person in this position may need to occasionally sit, type, climb stairs, bend, reach, kneel, or twist for minimal periods of time. Employees should not attempt to lift, pull or push a load in excess of 50 lbs. without assistance. Care should always be taken when lifting, pushing or pulling in an awkward position.