WFM Practice Leader

IBM

Philippines

On-site

PHP 1,200,000 - 2,400,000

Full time

3 days ago

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Job summary

IBM Consulting in the Philippines seeks an experienced Workforce Management leader to oversee global WFM for telecom BPO operations. You will drive forecasting, capacity planning, scheduling, and analytics, while aligning cross-functional teams and governance across sites.

Strong leadership and stakeholder management are essential. You will define WFM standards, lead transformation initiatives, implement AI-enabled forecasting, and mentor senior staff.

Qualifications

Proven leadership of multi-country WFM operations.
Strong executive communication and stakeholder management abilities.
Expertise in forecasting methodologies, capacity modeling, and operational analytics.
Strong understanding of telecom BPO operations and global delivery environments.
Ability to drive transformation, standardization, and automation initiatives.
Excellent analytical, conceptual thinking, and problem-solving capabilities.
Expert knowledge of WFM platforms (IEX, Verint, NICE).
Ability to navigate ambiguous environments and influence cross-functional teams.

Responsibilities

Provide strategic leadership for WFM across global telecom BPO operations.
Serve as executive contact for client leadership on WFM strategy and outcomes.
Define global WFM vision, governance, and playbooks for standardization.
Lead long-term capacity planning to support growth and staffing models.
Align operations, finance and HR for accurate headcount planning.
Oversee demand forecasting development and workload models.
Partner with client decision-makers to assess trends and mitigate risks.
Optimize WFM tools and champion automation and AI-enabled forecasting.
Establish dashboards, governance reviews, and KPI reporting.
Lead escalations related to SLAs, staffing gaps, or disruptions.
Mentor and develop next-level WFM talent.
Ensure compliance with COPC/GDPR and IBM policies.

Skills

Forecasting

Capacity planning

Scheduling

Real-time management

Performance analytics

Executive communication

Stakeholder management

WFM forecasting

Automation & AI tooling

Cross-functional leadership

Education

Bachelor's Degree

MBA or related advanced degree

Tools

IEX

Verint

NICE

Job description

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

Key Job Responsibilities Include:

Provide strategic leadership for all Workforce Management functions across global telecom BPO operations, including forecasting, capacity planning, scheduling, real-time management, and performance analytics
Serve as the executive point of contact for client leadership regarding WFM strategy, service delivery, and operational outcomes
Define the global WFM vision, governance model, operating framework, and best-practice playbooks to ensure standardization across all sites
Lead long-term capacity planning to support growth initiatives, client transformations, and strategic staffing models
Drive alignment between operational teams, finance, HR, and delivery units to ensure accurate planning for headcount, hiring, and resource allocation
Oversee development, calibration, and continuous improvement of demand forecasts and workload models
Partner with client decision-makers to assess performance trends, identify risks, and recommend proactive mitigation strategies
Optimize use of WFM tools and technology across all delivery sites; champion automation, AI-enabled forecasting, and advanced analytics
Establish global performance dashboards, governance reviews, and KPI reporting cycles for internal and client-facing audiences
Lead senior-level escalations related to service level risks, staffing gaps, or operational disruptions
Develop the next level of WFM talent through mentoring, coaching, and competency development
Ensure compliance with all client requirements, contractual SLAs, COPC/GDPR regulations, and IBM operational policies

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

Required Education:

Bachelor’s Degree or equivalent experience

Preferred:

MBA or advanced degree in Operations, Statistics, or Business Analytics

Required Skills and Behaviors:

Proven leadership of multi-country WFM operations
Strong executive communication and stakeholder management abilities
Expertise in forecasting methodologies, capacity modeling, and operational analytics
Strong understanding of telecom BPO operations and global delivery environments
Ability to drive transformation, standardization, and automation initiatives
Excellent analytical, conceptual thinking, and problem-solving capabilities
Expert knowledge of WFM platforms (e.g., IEX, Verint, NICE)
Ability to navigate ambiguous environments and influence cross-functional teams

Required Experience:

Minimum of 10 years of WFM leadership experience in large-scale, multi-site BPO operations
Experience managing global telecom accounts preferred
Demonstrated success owning WFM strategy and operational governance

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMer as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Job Title

Job ID

125825

City / Township / Village

QUEZON CITY

State / Province

National Capital Region (Manila)

Country

Philippines

Work arrangement