Global WFM Transformation Leader | AI & Analytics

SSG; Pasig; Hybrid; PHP 6,000,000 - 12,000,000; Full time

Benefits offered by this job

Hybrid Work Setup

Global exposure

Career growth

Professional development

Wellness benefits

Paid time off

Job summary

Support Services Group (SSG) is seeking a strategic VP, Workforce Management Transformation to lead global modernization across APAC, North America, and LATAM. You will shape the forward-looking WFM strategy and partner with senior leaders to deliver scalable, data-driven workforce solutions.

The role requires deep WFM expertise, change leadership, and the ability to influence executives while driving ROI across regions and functions.

Qualifications

• Bachelor’s degree in Business, Operations, Analytics, HR, Engineering, IT or related field.
• 12+ years of experience in Workforce Management, Business Transformation, or related disciplines.
• Significant leadership experience managing WFM transformation across multiple regions.
• Deep understanding of contact center/BPO WFM principles and practices.
• Strong forecasting, capacity planning, scheduling, staffing optimization, and analytics.
• Demonstrated experience leading large-scale transformation programs.
• Strong understanding of WFM technology platforms, analytics, automation, and AI.
• Proven ability to operate at executive level and influence senior stakeholders.
• Experience in a global, multi-region organization.
• Strong financial acumen with ability to develop ROI cases.
• Exceptional communication, presentation, analytical, and problem-solving skills.

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, and staffing optimization.
• Lead modernization of WFM technology and integration with CRM, HRIS, payroll, and reporting.
• Define data standards for a consistent global view of workforce performance.
• Drive AI-enabled forecasting, automation, and continuous improvement.
• Lead governance, executive reporting, and cross-functional collaboration.
• Foster organizational development and change management across regions.

Skills

Forecasting

Capacity planning

Scheduling

Staffing optimization

WFM analytics

Executive stakeholder management

Leadership

AI capabilities

Change management

Transformation programs

Education

Bachelor’s degree

Job description

Support Services Group (SSG) is seeking a strategic VP, Workforce Management Transformation to lead global modernization across APAC, North America, and LATAM. You will shape the forward-looking WFM strategy and partner with senior leaders to deliver scalable, data-driven workforce solutions.

The role requires deep WFM expertise, change leadership, and the ability to influence executives while driving ROI across regions and functions.