Global WFM Transformation Leader

Support Services Group Philippines; Pasig; Hybrid; PHP 450,000 - 750,000; Full time

Benefits offered by this job

Hybrid work setup

Global exposure

Career growth opportunities

Health and wellness benefits

Paid time off and holidays

Job summary

Support Services Group (SSG) in the Philippines seeks a strategic VP, Workforce Management Transformation to drive global modernization across APAC, North America, and LATAM.

You will partner with senior leaders to shape the WFM operating model, forecast demand, optimize capacity, and accelerate data-driven decision making through AI and automation. This is a hybrid role with collaboration across Finance, HR, IT, and Client Services.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, HR, Engineering, IT, or related field.
• 12+ years of progressive experience in Workforce Management or related disciplines.
• Significant leadership experience managing WFM transformation across regions.
• Strong understanding of contact center/WFM principles and practices.
• Proven ability to translate strategy into scalable workforce solutions.

Responsibilities

• Develop and execute global WFM transformation roadmap across APAC, North America, LATAM.
• Establish a future-state WFM operating model aligned with global growth.
• Lead modernization of WFM technology ecosystem and platforms.
• Establish data and technology standards for a global view of performance.
• Drive AI and automation initiatives to improve forecasting and staffing.
• Lead organizational change and develop WFM leaders.
• Present roadmaps and ROI to executive leadership.

Skills

WFM leadership

Forecasting & capacity planning

Global program management

Stakeholder management

Data-driven decision making

Change management

Education

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

Tools

WFM platforms

Analytics tools

Job description

Support Services Group (SSG) in the Philippines seeks a strategic VP, Workforce Management Transformation to drive global modernization across APAC, North America, and LATAM.

You will partner with senior leaders to shape the WFM operating model, forecast demand, optimize capacity, and accelerate data-driven decision making through AI and automation. This is a hybrid role with collaboration across Finance, HR, IT, and Client Services.