Strategic Workforce Partnerships Lead

6 days ago


Paranaque City, Calabarzon, Philippines IBEX Global Solutions Full time
Overview of Key Responsibilities

We are seeking an experienced professional to fill this critical role, overseeing relationships with client workforce partners, driving globally consistent WFM processes, and ensuring successful outcomes through meticulous planning, forecasting, scheduling, and real-time practices.

Main Accountabilities:
  • Become the main point of contact for clients, facilitating communication and partnership development.
  • Conduct thorough needs assessments to guarantee ongoing client satisfaction while adhering to contractual agreements.
  • Systematically identify opportunities to improve the entire WFM cycle: Planning, Forecasting, Scheduling, Real-time, and Analytics.
  • Ensure uniformity in workforce management delivery across all sites.
  • Team up with clients and internal stakeholders to craft bespoke workforce management solutions tailored to business requirements.
  • Represent workforce management at client performance reviews and site visits, highlighting achievements and progress.
  • Jointly work with operations to recognize and address opportunities to meet/exceed SLAs, headcount commitments, shrinkage assumptions, and efficiency metrics.
  • Develop comprehensive project plans incorporating defined performance improvement targets and timelines to heighten actual performance against assumptions/commitments.
  • Keep tabs on site performance relative to project plans, refining key metrics and reaching IBEX's targets.
  • Cultivate synergies between recruitment and training teams to harmonize projections and fulfill production expectations.
  • Participate in assessing, analyzing, planning, and implementing client workforce management initiatives.
  • Guide best practice initiatives via frequent staffing and performance calls for all sites.


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