[Skip to main content](#main-content) [OpenNash Jobs](https://jobs.opennash.com/) [Hiring report](/reports/hiring/) · [All IBM jobs](https://jobs.opennash.com/companies/ibm/) · [Search jobs](/search/) IBM · Quezon City, PHL # WFM Practice Leader Quezon City, PHL Listed on IBM’s official careers site. Posted September 24, 2026. Check that it is still open and apply there. [Apply on IBM’s careers site →](https://ibm.dejobs.org/jobs/8B4B7F60CE5D42C783D7C6A2ACADD451/) [OpenNash Jobs](https://jobs.opennash.com/) / [IBM](https://jobs.opennash.com/companies/ibm/) / WFM Practice Leader ## 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. ### 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 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 Preferred: - MBA or advanced degree in Operations, Statistics, or Business Analytics IBM is committed to creating a diverse environment and 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, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status. ## At a glance - Posted by the employer: Sep 24, 2026 - First seen by OpenNash: Oct 19, 2026 - Last checked: Oct 19, 2026 - Listed for: 25 days - Location: Quezon City, PHL[Apply on IBM’s careers site →](https://ibm.dejobs.org/jobs/8B4B7F60CE5D42C783D7C6A2ACADD451/) ## More jobs at IBM ### [Benefits Practitioner - Japanese Bilingual](https://jobs.opennash.com/companies/ibm/jobs/a6cf0c74533512a04081/) Quezon City, PHL ### [Capacity Planning and Forecasting Analyst](https://jobs.opennash.com/companies/ibm/jobs/d1436e2250e9f22b170b/) Quezon City, PHL ### [Collection Analyst](https://jobs.opennash.com/companies/ibm/jobs/77888032991e031ee873/) Quezon City, PHL ### [Compensation & Benefit Practitioner](https://jobs.opennash.com/companies/ibm/jobs/1c8337b2cab808ed5c6c/) Quezon City, PHL ### [Deduction Analyst](https://jobs.opennash.com/companies/ibm/jobs/ad79f8be2fe719dc22ea/) Quezon City, PHL ## Similar jobs at other companies ### [Murex Practice Leader](https://jobs.opennash.com/companies/ntt/jobs/e6a977876c0e1f856888/) NTT · London, United Kingdom ### [Practice Leader Workday France](https://jobs.opennash.com/companies/accenture/jobs/2357df7e45a95bd1b5c6/) Accenture ### [WFM Engineer II (Productivity)](https://jobs.opennash.com/companies/tjx-cos/jobs/53c3ec97517162e22fc1/) TJX Cos · Hyderabad, Telangāna ### [workforce management wfm specialist fixed term contract](https://jobs.opennash.com/companies/richemont/jobs/e1284f3a2c3a4fb3ac24/) Richemont ### [Senior UKG Pro Workforce Management (WFM) Developer](https://jobs.opennash.com/companies/cargill/jobs/61c482aa2cfa456c0417/) Cargill · Sofia, Bulgaria +1 more OpenNash lists jobs from employers’ own careers sites and does not handle applications. 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