Director, WFM Services

Overview

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. You will also be the client-facing WFM authority who turns delivery results into expansion: more seats, more services, more lines of business.

The right candidate is equally credible running a capacity plan with a Senior Manager and presenting a business case to a client VP. You will partner closely with Client Services and Sales, and be rewarded for growing the business.

Responsibilities

WFM delivery excellence

• Own WFM performance across the client portfolio: forecasting, capacity planning, scheduling, real-time management, reporting and analytics, and WFM system administration.
• Set and enforce delivery standards, KPIs and service level targets for every placed resource and managed program.
• Stand up new client engagements fast. Assess the current state, apply best practices and get to a stable steady state.
• Lead continuous improvement. Find and fix inefficiencies in staffing, shrinkage, occupancy, schedule adherence and cost per contact.
• Lead build-and-transfer engagements: build the client's WFM function, run it, then hand it to the client's team.

Client success and business growth

• Be the senior WFM voice for clients. Run QBRs, executive reviews and operational business reviews.
• Turn WFM insight into commercial results: connect forecast accuracy, staffing efficiency and service levels to client cost and CX outcomes.
• Find and qualify expansion opportunities in existing accounts, such as more headcount, new lines of business, managed services or technology.
• Work with Sales and Client Services on discovery, solutioning, scoping and pricing input for new and existing clients.
• Support proposals, RFP responses and pitch presentations as the WFM subject matter expert.

BPO, captive and partner management

• Apply best-in-class WFM practices in both BPO and in-house (captive) environments.
• Advise clients on managing multiple outsourcing partners: capacity allocation, performance scorecards, governance and vendor accountability.
• Help clients design WFM operating models across in-house sites and outsourcers.

Team leadership

• Lead, coach and develop a team of Senior Managers, Managers and individual contributors across WFM disciplines.
• Build bench strength and career paths that keep pace with portfolio growth.
• Create a culture of accountability, client focus and data-driven decisions.

Qualifications

• 10+ years in Workforce Management, including 5+ years leading WFM teams at Manager level or above.
• A strong BPO background, with hands-on WFM leadership across multiple client programs.
• Mastery of all core WFM disciplines: forecasting, capacity planning, scheduling, real-time management, reporting and system administration.
• Exceptional written and spoken English, with a proven ability to present to and influence client executives (Director, VP and C-level).
• Experience in client-facing roles: QBRs, executive reviews, business cases and solution presentations.
• Commercial instinct: a track record of tying WFM results to cost savings, margin and client growth.
• Experience leading leaders (Senior Managers and Managers) and building high-performing teams.
• Able to work US Eastern business hours from the Philippines.

Preferred Qualifications

• Experience on both sides of outsourcing: BPO delivery and captive or in-house WFM, including managing outsourcing partners.
• Global WFM experience across multiple countries and delivery locations.
• Hands-on experience with Aspect (Alvaria) WFM. Experience with NICE IEX, Verint, Calabrio, Genesys or Amazon Connect is also valued.
• Experience standing up or transitioning WFM functions (build-and-transfer, new client launches, platform migrations).
• Lean Six Sigma certification (Green Belt or Black Belt).
• SWPP or other WFM professional certification.
• Experience supporting sales cycles, RFPs or solution design in a BPO.