Global VP, WFM Transformation & Strategy

Support Services Group; Pasig; Hybrid; PHP 11,342,000 - 16,383,000; Full time

Benefits offered by this job

Hybrid Work Setup

Career growth opportunities within a m

Exposure to enterprise-level reporting

Job summary

Support Services Group (SSG) seeks a VP, Workforce Management Transformation to drive global WFM modernization and continuous improvement across APAC, North America, and LATAM. This executive role partners with Operations, Finance, HR, and Technology to transform forecasting, staffing, and analytics for scalable, data-driven decisions.

The role leads AI-enabled initiatives, governance, and change management, aligning regional differences with a unified operating model.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, Human Resources, Engineering, Information Technology, or a related field.
• 12+ years of progressive experience in Workforce Management, Business Transformation, or related disciplines.
• Leadership experience managing WFM transformation across regions.
• Deep understanding of contact center/WFM principles and practices.
• Experience with forecasting, capacity planning, scheduling, staffing optimization, and analytics.
• Proven ability to lead large-scale transformation programs.
• Experience with WFM technology platforms, analytics, automation, and AI capabilities.

Responsibilities

• Develop and execute global WFM transformation roadmap across APAC, North America, and LATAM.
• Establish a future-state WFM operating model aligned with growth and strategy.
• Improve forecasting accuracy, capacity planning, scheduling, staffing, productivity, and SLAs.
• Standardize methodologies, processes, governance, and performance standards.
• Lead initiatives to improve efficiency, employee experience, client outcomes, and financials.
• Assess emerging WFM practices, technologies, AI capabilities, and automation opportunities.
• Lead governance and executive reporting across regions.

Skills

WFM leadership

Global transformation

Forecasting & capacity planning

Executive stakeholder management

Data-driven decision making

Education

Bachelor’s degree in Business, Operations, Analytics, HR, Engineering, IT

Tools

WFM platforms

Analytics tools

Job description

Support Services Group (SSG) seeks a VP, Workforce Management Transformation to drive global WFM modernization and continuous improvement across APAC, North America, and LATAM. This executive role partners with Operations, Finance, HR, and Technology to transform forecasting, staffing, and analytics for scalable, data-driven decisions.

The role leads AI-enabled initiatives, governance, and change management, aligning regional differences with a unified operating model.