WFM Practice Leader

IBM; Quezon City; On-site; PHP 3,000,000 - 7,000,000; Full time

Job summary

IBM Consulting in the Philippines is seeking a senior WFM leader to drive global Workforce Management across multi-site telecom BPO operations. You will shape forecasting, capacity planning, scheduling, real-time control, and performance analytics.

You will partner with client executives and internal teams to standardize processes, implement AI-enabled forecasting, and build future WFM talent through mentoring and governance.

Qualifications

• Must have 10+ years in WFM leadership across multi-site BPO.
• Experience managing global telecom accounts preferred.
• Proven ownership of WFM strategy and governance.

Responsibilities

• Provide strategic leadership for global Workforce Management across telecom BPO.
• Act as executive contact for client leadership on WFM strategy and outcomes.
• Define global WFM vision, governance, operating framework, and playbooks.
• Lead long-term capacity planning to support growth and staffing.
• Align ops, finance, HR, and delivery for headcount and resources.
• Oversee demand forecasts and workload models.
• Partner with client decision-makers to assess trends and risks.
• Champion automation and AI-enabled forecasting.
• Establish dashboards, KPI reporting, governance reviews.
• Lead senior-level escalations related to service risks.
• Mentor WFM talent and ensure compliance.

Skills

Leadership

Executive communication

Forecasting

Capacity modeling

Operational analytics

WFM platforms

Automation

Problem solving

Cross-functional collaboration

Ambiguity navigation

Education

Bachelor’s Degree

MBA (preferred)

Tools

IEX

Verint

NICE

Job description

Introduction

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.

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

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

Required Education

• Bachelor’s Degree or equivalent experience

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

Preferred technical and professional experience

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