Global WFM Strategy Leader — Telecom & AI Forecasting

IBM; Quezon City; On-site; PHP 3,000,000 - 7,000,000; Full time

Job summary

IBM Consulting in the Philippines is seeking a senior WFM leader to drive global Workforce Management across multi-site telecom BPO operations. You will shape forecasting, capacity planning, scheduling, real-time control, and performance analytics.

You will partner with client executives and internal teams to standardize processes, implement AI-enabled forecasting, and build future WFM talent through mentoring and governance.

Qualifications

• Must have 10+ years in WFM leadership across multi-site BPO.
• Experience managing global telecom accounts preferred.
• Proven ownership of WFM strategy and governance.

Responsibilities

• Provide strategic leadership for global Workforce Management across telecom BPO.
• Act as executive contact for client leadership on WFM strategy and outcomes.
• Define global WFM vision, governance, operating framework, and playbooks.
• Lead long-term capacity planning to support growth and staffing.
• Align ops, finance, HR, and delivery for headcount and resources.
• Oversee demand forecasts and workload models.
• Partner with client decision-makers to assess trends and risks.
• Champion automation and AI-enabled forecasting.
• Establish dashboards, KPI reporting, governance reviews.
• Lead senior-level escalations related to service risks.
• Mentor WFM talent and ensure compliance.

Skills

Leadership

Executive communication

Forecasting

Capacity modeling

Operational analytics

WFM platforms

Automation

Problem solving

Cross-functional collaboration

Ambiguity navigation

Education

Bachelor’s Degree

MBA (preferred)

Tools

IEX

Verint

NICE

Job description

IBM Consulting in the Philippines is seeking a senior WFM leader to drive global Workforce Management across multi-site telecom BPO operations. You will shape forecasting, capacity planning, scheduling, real-time control, and performance analytics.

You will partner with client executives and internal teams to standardize processes, implement AI-enabled forecasting, and build future WFM talent through mentoring and governance.