WFM Delivery & Growth Leader

Ibex Limited; Manila; Remote; PHP 2,000,000 - 3,000,000; Full time

Job summary

Ibex Limited is seeking a WFM leader to drive delivery excellence and growth across a portfolio of client engagements. You will own forecasting, capacity planning, scheduling and real‑time management, partnering with Sales and Client Services to quantify expansion opportunities.

You will lead a team of Senior Managers and Managers, shaping operating models across BPO and captive environments, and presenting business cases to client executives.

Qualifications

• 10+ years in Workforce Management, including 5+ years leading WFM teams at Manager level or above.
• Strong BPO background with hands‑on WFM leadership across multiple client programs.
• Mastery of forecasting, capacity planning, scheduling, real-time management, reporting and system administration.
• Excellent written and spoken English; able to present to client executives (Director/VP/C‑level).
• Experience in client-facing roles: QBRs, executive reviews, business cases and solution presentations.
• Commercial instinct with a track record of tying WFM results to cost savings, margin and client growth.
• Experience leading leaders and building high‑performing teams.
• Able to work US Eastern business hours from the Philippines.

Responsibilities

• Own WFM delivery excellence across the client portfolio including forecasting, capacity planning, scheduling, real-time management, reporting and system administration.
• Set and enforce delivery standards, KPIs and SLA targets for every placed resource and managed program.
• Lead new client engagements from assessment to stable rollout and continuous improvement.
• Drive commercial outcomes by linking forecast accuracy and staffing efficiency to client costs and CX outcomes.
• Identify expansion opportunities within accounts and support sales with discovery, scoping and pricing input.
• Lead, coach and develop Senior Managers and Managers across WFM disciplines.

Skills

Forecasting

Capacity planning

WFM leadership

Executive presentations

Client engagement

English fluency

Education

Bachelor's degree in a relevant field

Tools

Aspect (Alvaria) WFM

NICE IEX

Verint

Calabrio

Genesys

Job description

Ibex Limited is seeking a WFM leader to drive delivery excellence and growth across a portfolio of client engagements. You will own forecasting, capacity planning, scheduling and real‑time management, partnering with Sales and Client Services to quantify expansion opportunities.

You will lead a team of Senior Managers and Managers, shaping operating models across BPO and captive environments, and presenting business cases to client executives.