WFM Practice Leader

Hakkōda, an IBM Company; Quezon City; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Hakkōda, an IBM Company, is seeking a senior WFM leader to guide global telecom BPO operations from Quezon City, Philippines. You’ll oversee forecasting, capacity planning, scheduling, real-time management, and performance analytics, partnering with client leadership to deliver strategic outcomes.

The role requires 10+ years in WFM, strong executive communication, and a track record of transforming processes with automation.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 10+ years of WFM leadership in large multi-site operations.
• Experience managing global telecom accounts preferred.
• Proven ability to lead cross-country WFM teams and drive standardization.

Responsibilities

• Provide strategic leadership for global WFM across telecom BPO operations.
• Act as executive contact for client leadership on WFM strategy and outcomes.
• Define global WFM vision, governance, and playbooks.
• Lead capacity planning to support growth and transformations.
• Coordinate between operations, finance, HR, and delivery for headcount planning.
• Develop demand forecasts and workload models.
• Monitor performance trends, identify risks, and suggest mitigations.
• Champion automation and AI-enabled forecasting.
• Establish dashboards, governance reviews, and KPI reporting.
• Mentor WFM talent and ensure policy compliance.

Skills

WFM leadership

Executive communication

Forecasting methods

Capacity planning

Operational analytics

Automation

Multi-country WFM

Stakeholder management

WFM platforms

Education

Bachelor’s Degree

Tools

IEX

Verint

NICE

Job description

Responsibilities

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. 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 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

• MBA or advanced degree in Operations, Statistics, or Business Analytics Philippines Project Management Professional QUEZON CITY, PH (0856) IBM Business Services