WFM Services Leader: Growth, Delivery & Client Success

ibex; Quezon City; Presencial; PHP 4.000.000 - 6.500.000; Jornada completa

Descripción de la vacante

ibex is building WFM into a growth engine, not just a support function. Our WFM services portfolio is expanding and we are looking for leader to help drive growth and enhance the current capabilities on delivering world class WFM operational excellence. We are looking for a leader who can run it like a business.

The WFM Services Principal Leader owns delivery and growth for these clients. You will make sure every placed resource and managed program performs to standard.

Formación

• 10+ years in Workforce Management with leadership experience at Manager level or above.
• 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.

Responsabilidades

• Own WFM performance across the client portfolio including forecasting, capacity planning, scheduling, real-time management, reporting and system administration.
• Set and enforce delivery standards, KPIs and service level targets for every placed resource and managed program.
• Lead build‑and‑transfer engagements, standing up new client engagements quickly and moving them to a stable state.
• Lead QBRs and executive reviews, turning WFM insights into commercial results with client cost and CX impact.
• Advise on managing multiple outsourcing partners and designing WFM operating models across sites.

Conocimientos

Strategic leadership

Client facing

Executive engagement

Forecasting

Team development

Cross-functional collaboration

Presentation to executives

Herramientas

Aspect (Alvaria) WFM

NICE IEX

Verint

Calabrio

Genesys

Amazon Connect

Descripción del empleo

ibex is building WFM into a growth engine, not just a support function. Our WFM services portfolio is expanding and we are looking for leader to help drive growth and enhance the current capabilities on delivering world class WFM operational excellence. We are looking for a leader who can run it like a business.

The WFM Services Principal Leader owns delivery and growth for these clients. You will make sure every placed resource and managed program performs to standard.