WFM Growth & Delivery Executive

ibex

Philippines

Remote

PHP 7,552,000 - 11,328,000

Full time

20 hours ago

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Job summary

ibex is seeking a WFM Services Principal Leader to own delivery and growth across a diverse client portfolio. You will run forecasting, capacity planning, scheduling, real-time management, and analytics while serving as the client-facing WFM authority to drive expansion: more seats, more services, and additional lines of business.

You will partner with Client Services and Sales, lead QBRs and executive reviews, and translate WFM results into commercial outcomes.

Qualifications

10+ years in Workforce Management with leadership experience.
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.
Exceptional written and spoken English with ability to present to executives.
Experience leading Senior Managers and Managers and building high-performing teams.
Able to work US Eastern business hours from the Philippines.

Responsibilities

Own WFM performance across client portfolio: forecasting, capacity planning, scheduling, real-time management, reporting and system administration.
Set and enforce delivery standards, KPIs and service levels for every resource and program.
Stand up new client engagements quickly and reach a stable steady state.
Lead continuous improvement to fix inefficiencies in staffing, occupancy and cost per contact.
Lead build-and-transfer engagements and hand off to client teams.