WFM Growth & Delivery Leader

ibex; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

ibex is seeking a WFM Services Principal Leader to drive delivery and growth across a diverse client portfolio in the Philippines. You will own forecasting, capacity planning, scheduling, real-time management, and analytics while ensuring programs meet standards and SLAs.

You will partner with Client Services and Sales to identify expansion opportunities, present business cases to executives, and lead a team of Senior Managers and Managers to deliver world-class WFM operations committed to

Qualifications

• 10+ years in Workforce Management including 5+ years leading WFM teams.
• 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 English communication, with a proven ability to present to and influence client executives (Director, VP and C-level).
• Experience leading leaders (Senior Managers and Managers) and building high-performing teams.

Responsibilities

• Own WFM performance across the client portfolio: forecasting, capacity planning, scheduling, real-time management, reporting and analytics, and WFM system administration.
• Set and enforce delivery standards, KPIs and service level targets for every placed resource and managed program.
• Stand up new client engagements fast. Assess the current state, apply best practices and get to a stable steady state.
• Lead continuous improvement. Find and fix inefficiencies in staffing, shrinkage, occupancy, schedule adherence and cost per contact.
• Lead build-and-transfer engagements: build the client's WFM function, run it, then hand it to the client's team.

Skills

WFM leadership

Forecasting & capacity planning

Client facing / executive comms

BPO domain knowledge

Team development

Tools

Aspect (Alvaria WFM)

NICE IEX

Verint

Calabrio

Genesys

Amazon Connect

Job description

ibex is seeking a WFM Services Principal Leader to drive delivery and growth across a diverse client portfolio in the Philippines. You will own forecasting, capacity planning, scheduling, real-time management, and analytics while ensuring programs meet standards and SLAs.

You will partner with Client Services and Sales to identify expansion opportunities, present business cases to executives, and lead a team of Senior Managers and Managers to deliver world-class WFM operations committed to