Global WFM Strategy Leader for Telecom & AI-Driven Ops

Hakkōda, an IBM Company

Quezon City

On-site

PHP 2,000,000 - 3,200,000

Full time

5 days ago

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Job summary

Hakkōda, an IBM Company, is seeking a senior WFM leader to guide global telecom BPO operations from Quezon City, Philippines. You’ll oversee forecasting, capacity planning, scheduling, real-time management, and performance analytics, partnering with client leadership to deliver strategic outcomes.

The role requires 10+ years in WFM, strong executive communication, and a track record of transforming processes with automation.

Qualifications

Bachelor’s Degree or equivalent experience.
10+ years of WFM leadership in large multi-site operations.
Experience managing global telecom accounts preferred.
Proven ability to lead cross-country WFM teams and drive standardization.

Responsibilities

Provide strategic leadership for global WFM across telecom BPO operations.
Act as executive contact for client leadership on WFM strategy and outcomes.
Define global WFM vision, governance, and playbooks.
Lead capacity planning to support growth and transformations.
Coordinate between operations, finance, HR, and delivery for headcount planning.
Develop demand forecasts and workload models.
Monitor performance trends, identify risks, and suggest mitigations.
Champion automation and AI-enabled forecasting.
Establish dashboards, governance reviews, and KPI reporting.
Mentor WFM talent and ensure policy compliance.