Global VP of Workforce Management Transformation

SSG; Pasig; Hybrid; PHP 6,000,000 - 9,000,000; Full time

Benefits offered by this job

Hybrid work

Global regions exposure

Diverse global team

Enterprise analytics

Career growth

Tech-driven culture

Competitive pay

Health benefits

Paid time off

Job summary

Support Services Group (SSG) seeks a Vice President, Workforce Management Transformation to lead global WFM modernization across APAC, North America and LATAM. You will shape strategy, governance and technology roadmaps, partnering with senior leaders to drive data‑driven decisions, optimized scheduling, and scalable WFM capabilities across regions.

This role demands strategic leadership, deep WFM experience, and proven ability to translate complex operations into globally consistent solutions

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, HR, Engineering, IT or related field.
• 12+ years of progressive experience in Workforce Management, Business Transformation, or related disciplines.
• Strong leadership experience managing WFM transformation across multiple regions, business units, or countries.
• Deep understanding of contact center/BPO WFM principles and practices.
• Strong experience in forecasting, capacity planning, scheduling, staffing optimization, and workforce analytics.
• Demonstrated experience leading large-scale transformation programs.
• Strong understanding of WFM technology platforms, analytics, automation, and emerging AI capabilities.
• Proven ability to operate effectively at an executive level and influence senior stakeholders.
• Experience working in a global, multi-region organization.
• Strong financial and business acumen with the ability to develop and articulate transformation business cases and ROI.
• Exceptional communication, presentation, analytical, and problem-solving skills.

Responsibilities

• Lead global WFM transformation strategy across APAC, North America and LATAM.
• Develop and execute future-state WFM operating model.
• Standardize WFM methodologies, governance, and performance standards.
• Lead initiatives to improve forecasting, capacity planning, scheduling, staffing optimization, productivity, and service levels.
• Oversee modernization of WFM technology ecosystem and platforms.
• Establish data and technology standards for a global view of workforce performance.
• Drive AI, automation and predictive analytics to enhance forecasting and staffing decisions.
• Lead change management and organizational development for new WFM processes and tools.

Skills

Leadership

WFM knowledge

Forecasting

Analytics

Change management

Education

Bachelor’s degree in Business/Operations/Analytics

Tools

WFM platforms

Automation

Data integration

Job description

Support Services Group (SSG) seeks a Vice President, Workforce Management Transformation to lead global WFM modernization across APAC, North America and LATAM. You will shape strategy, governance and technology roadmaps, partnering with senior leaders to drive data‑driven decisions, optimized scheduling, and scalable WFM capabilities across regions.

This role demands strategic leadership, deep WFM experience, and proven ability to translate complex operations into globally consistent solutions