Global WFM Practice Leader - AI & Automation

IBM; Philippines; On-site; PHP 1,200,000 - 2,400,000; Full time

Job summary

IBM Consulting in the Philippines seeks an experienced Workforce Management leader to oversee global WFM for telecom BPO operations. You will drive forecasting, capacity planning, scheduling, and analytics, while aligning cross-functional teams and governance across sites.

Strong leadership and stakeholder management are essential. You will define WFM standards, lead transformation initiatives, implement AI-enabled forecasting, and mentor senior staff.

Qualifications

• Proven leadership of multi-country WFM operations.
• Strong executive communication and stakeholder management abilities.
• Expertise in forecasting methodologies, capacity modeling, and operational analytics.
• Strong understanding of telecom BPO operations and global delivery environments.
• Ability to drive transformation, standardization, and automation initiatives.
• Excellent analytical, conceptual thinking, and problem-solving capabilities.
• Expert knowledge of WFM platforms (IEX, Verint, NICE).
• Ability to navigate ambiguous environments and influence cross-functional teams.

Responsibilities

• Provide strategic leadership for WFM across global telecom BPO operations.
• Serve as executive contact for client leadership on WFM strategy and outcomes.
• Define global WFM vision, governance, and playbooks for standardization.
• Lead long-term capacity planning to support growth and staffing models.
• Align operations, finance and HR for accurate headcount planning.
• Oversee demand forecasting development and workload models.
• Partner with client decision-makers to assess trends and mitigate risks.
• Optimize WFM tools and champion automation and AI-enabled forecasting.
• Establish dashboards, governance reviews, and KPI reporting.
• Lead escalations related to SLAs, staffing gaps, or disruptions.
• Mentor and develop next-level WFM talent.
• Ensure compliance with COPC/GDPR and IBM policies.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Performance analytics

Executive communication

Stakeholder management

WFM forecasting

Automation & AI tooling

Cross-functional leadership

Education

Bachelor's Degree

MBA or related advanced degree

Tools

IEX

Verint

NICE

Job description

IBM Consulting in the Philippines seeks an experienced Workforce Management leader to oversee global WFM for telecom BPO operations. You will drive forecasting, capacity planning, scheduling, and analytics, while aligning cross-functional teams and governance across sites.

Strong leadership and stakeholder management are essential. You will define WFM standards, lead transformation initiatives, implement AI-enabled forecasting, and mentor senior staff.