WFM Practice Leader

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

Required education

Bachelor's Degree

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

Preferred:

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