Transcom

Outsourced AI-driven CX solutions provider

Vice President, Workforce Management - Workforce Management, AAPAC Region

Business OperationsConfirmed live in the last 24 hours

Full-timePasig, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

A bachelor's degree in Business, Finance, Operations, Industrial Engineering, Analytics, Human Resources, or a related field is required.
At least 15 years of progressive Workforce Management experience, including significant leadership experience within complex, multi-country, multi-site, and multi-client BPO environments.
At least 5 years at Director level or above, with enterprise or regional responsibility for multiple clients, geographies, and workforce populations of 5,000 or more full-time equivalents.
Extensive executive leadership experience in Workforce Management, Operations Planning, Capacity Management, or a related discipline, ideally within BPO, contact center, customer experience, or a similarly complex service industry.
Proven success leading large, geographically dispersed WFM organizations, with accountability across multiple countries, sites, clients, and lines of business.
Deep strategic expertise across forecasting, capacity planning, scheduling, real-time management, workforce analytics, and long-range workforce planning, with the ability to establish enterprise-wide standards and governance.
Strong command of contact center economics and workforce financials, including labor models, productivity, utilization, revenue, cost-to-serve, service-level agreement performance, and margin optimization.
Demonstrated ability to translate workforce strategy into measurable business and financial outcomes, balancing client commitments, employee experience, operational performance, and profitability.
Proven experience serving as a strategic advisor to executive leadership and clients, influencing complex workforce, commercial, operational, and investment decisions.
Exceptional analytical and commercial acumen, with the ability to turn complex workforce data into forward-looking insights, scenarios, and executive-level recommendations.
Strong understanding of artificial intelligence, predictive analytics, automation, and emerging workforce technologies, with the ability to define and lead an AI-enabled WFM strategy across the organization.
Demonstrated ability to leverage artificial intelligence and advanced analytics to transform forecasting, scenario planning, capacity optimization, scheduling, real-time decision-making, and workforce productivity, while reducing manual effort and improving speed and accuracy.
Ability to anticipate how artificial intelligence, automation, and changing delivery models will reshape workforce demand, roles, skills, location strategies, and workforce economics, and translate these shifts into long-term workforce plans.
Proven track record leading large-scale transformation, standardization, operating model redesign, and continuous improvement across complex organizations.
Strong change leadership capability, with experience building high-performing leadership teams and driving adoption of new technologies, processes, and ways of working across multiple markets.

Responsibilities

Define and lead the company's Workforce Management strategy, balancing workforce capacity, client demand, operational performance, employee experience, and financial objectives across the business.
Provide executive leadership and strategic direction across forecasting, capacity planning, scheduling, real-time management, workforce analytics, labor optimization, and workforce technology; partner with Operations, Finance, Human Resources, Talent Acquisition, Commercial, and Client Services to ensure staffing and skills meet client commitments and business objectives.
Own overall Workforce Management performance across a complex, multi-country, multi-site, multi-client, and multi-platform environment, ensuring workforce strategies support client key performance indicators, operational performance, revenue, productivity, and margin objectives.
Serve as the senior Workforce Management advisor to executive leadership, translating workforce data and intelligence into recommendations on capacity, demand, productivity, labor cost, investment decisions, and operational risk.
Establish and govern consistent Workforce Management methodologies, standards, operating rhythms, controls, and performance expectations across countries, sites, accounts, and delivery models, while allowing flexibility for client and market requirements.
Translate business growth plans, client forecasts, pipeline opportunities, and commercial commitments into workforce strategies, capacity plans, hiring requirements, and workforce investment decisions.
Own short-, medium-, and long-term forecasting and capacity planning, identifying potential overstaffing, understaffing, skill gaps, capacity constraints, and other workforce risks early.
Drive disciplined management of schedule efficiency and adherence, shrinkage, utilization, occupancy, overtime, productivity, and labor costs, ensuring corrective action and continuous improvement.
Leverage artificial intelligence, automation, predictive analytics, and workforce technology to improve forecasting accuracy, scenario planning, scheduling, workforce optimization, decision-making, and productivity while reducing manual effort.
Build a strong workforce analytics function that converts operational data into actionable business insights.
Develop executive-level dashboards and reporting covering forecast accuracy, staffing variance, schedule adherence, shrinkage, utilization, occupancy, service levels, productivity, overtime, labor cost, and capacity risk.
Champion the effective use of artificial intelligence, automation, predictive analytics, and workforce technology to improve forecasting, scheduling, decision-making, and productivity.
Continuously evaluate Workforce Management processes and technology to simplify work, reduce manual intervention, and increase scalability.

Desired Qualifications

An advanced degree is an advantage.

Description

Transcom is looking for talented individuals like you to join our awesome team! Be the next Vice President, Workforce Management for our Transcom AAPAC Region.

Join our Transcom Family as a Vice President, Workforce Management

Provides overall leadership and strategic direction for Workforce Management across AAPAC, supporting Operations in North America (US and Canada), Colombia, Asia Pacific, and India. Leads the regional WFM organization across all levels, with WFM Directors reporting directly to the Chief Executive Officer (AAPAC Region). Accountable for establishing a consistent regional WFM strategy, operating model, governance, and performance standards, while transforming how the organization plans and deploys its workforce. The role is expected to challenge traditional workforce assumptions and leverage AI, advanced analytics, technology, and innovative workforce models to improve productivity, optimize labor costs, protect margins, strengthen operational performance, and create competitive advantage.

Essential Duties & Responsibilities:

Define and lead Transcom’s Workforce Management strategy, ensuring workforce capacity, client demand, operational performance, employee experience, and financial objectives are effectively balanced across the business.
Provide executive leadership and strategic direction across forecasting, capacity planning, scheduling, real-time management, workforce analytics, labor optimization, and workforce technology. Partner closely with Operations, Finance, HR, Talent Acquisition, Commercial, and Client Services to ensure Transcom has the right people, in the right place, at the right time, with the right skills and at the right cost to deliver client commitments and business objectives.
Own overall WFM performance across a complex, multi-country, multi-site, multi-client, and multi-platform environment, ensuring workforce strategies support client KPIs, operational performance, revenue, productivity, and margin objectives.
Serve as the senior WFM advisor to executive leadership, translating workforce data and intelligence into clear recommendations on capacity, demand, productivity, labor cost, investment decisions, and operational risk.
Establish and govern consistent WFM methodologies, standards, operating rhythms, controls, and performance expectations across countries, sites, accounts, and delivery models, while allowing appropriate flexibility for client and market requirements.
Translate business growth plans, client forecasts, pipeline opportunities, and commercial commitments into forward-looking workforce strategies, capacity plans, hiring requirements, and workforce investment decisions.
Own short-, medium-, and long-term forecasting and capacity planning, ensuring early identification of potential overstaffing, understaffing, skill gaps, capacity constraints, and other workforce risks.
Drive disciplined management of schedule efficiency and adherence, shrinkage, utilization, occupancy, overtime, productivity, and labor costs, ensuring appropriate corrective action and continuous improvement.
Leverage AI, automation, predictive analytics, and workforce technology to improve forecasting accuracy, scenario planning, scheduling, workforce optimization, decision-making, and productivity while reducing manual effort.

Additional Specific Duties & Responsibilities:

Build a strong workforce analytics that converts operational data into actionable business insights.
Develop executive-level dashboards and reporting covering key indicators such as forecast accuracy, staffing variance, schedule adherence, shrinkage, utilization, occupancy, service levels, productivity, overtime, labor cost, and capacity risk.
Champion the effective use of AI, automation, predictive analytics, and workforce technology to improve forecasting, scheduling, decision-making, and productivity.
Continuously evaluate WFM processes and technology to simplify work, reduce manual intervention, and increase scalability.

What we are looking for:

To be successful in this role you must…

Educational Background:

Bachelor's degree in Business, Finance, Operations, Industrial Engineering, Analytics, Human Resources, or a related field; an advanced degree is an advantage.

Work Experience:

Minimum of 15 years of progressive Workforce Management experience, including significant leadership experience within complex, multi-country, multi-site, and multi-client BPO environments.
Minimum of 5 years at Director level or above, with enterprise or regional responsibility for multiple clients, geographies, and workforce populations of 5,000+ FTE.

Skills Requirements:

Extensive executive leadership experience in Workforce Management, Operations Planning, Capacity Management, or a related discipline, ideally within the BPO, contact center, customer experience, or similarly complex service industry.
Proven success leading large, geographically dispersed WFM organizations, with accountability across multiple countries, sites, clients, and lines of business.
Deep strategic expertise across forecasting, capacity planning, scheduling, real-time management, workforce analytics, and long-range workforce planning, with the ability to establish enterprise-wide standards and governance.
Strong command of contact center economics and workforce financials, including labor models, productivity, utilization, revenue, cost-to-serve, SLA performance, and margin optimization.
Demonstrated ability to translate workforce strategy into measurable business and financial outcomes, balancing client commitments, employee experience, operational performance, and profitability.
Proven experience serving as a strategic advisor to executive leadership and clients, influencing complex workforce, commercial, operational, and investment decisions.
Exceptional analytical and commercial acumen, with the ability to turn complex workforce data into forward-looking insights, scenarios, and executive-level recommendations.
Strong understanding of AI, predictive analytics, automation, and emerging workforce technologies, with the ability to define and lead an AI-enabled WFM strategy across the organization.
Demonstrated ability to leverage AI and advanced analytics to transform forecasting, scenario planning, capacity optimization, scheduling, real-time decision-making, and workforce productivity, while reducing manual effort and improving speed and accuracy.
Ability to anticipate how AI, automation, and changing delivery models will reshape workforce demand, roles, skills, location strategies, and workforce economics, and translate these shifts into long-term workforce plans.
Proven track record leading large-scale transformation, standardization, operating model redesign, and continuous improvement across complex organizations.
Strong change leadership capability, with experience building high-performing leadership teams and driving adoption of new technologies, processes, and ways of working across multiple markets.

What's in it for YOU

Driven by our "Malasakit" culture, we make certain that our team members are well-cared for. Hence we are proving these employee benefits, which you'll be able to utilize once you join our team!

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

What Life at Transcom is like

Transcom is a firm believer in putting people first. We have cultivated a culture of focusing on and caring for our employees, ensuring that they are provided with rewards, privileges, and amenities that are relevant, valuable, and easily available.

We are highly driven by our "Malasakit" culture. Transcom, in its very core, is all about an inclusive team that is focused on people. It all comes down to setting the bar for dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine concern is so vital to us.

About the Company

Transcom

Outsourced AI-driven CX solutions provider

Transcom provides outsourced customer experience services worldwide, serving more than 200 fast-growing e-commerce, technology, and internet brands. Its offerings combine AI-driven tools with managed support to handle customer inquiries, automate interactions, and improve satisfaction across regions in EMEA, APAC, and the Americas. Unlike many competitors, Transcom emphasizes scale, global reach, and sustainability, aligning with frameworks like the UN Global Compact and the UN Sustainable Development Goals while working with market disruptors under long-term contracts. The company’s goal is to help clients boost customer loyalty and operating efficiency, driving business growth and positive social impact for ambitious brands.

Company size: 10,001+
Company stage: IPO
Headquarters: Stockholms kommun, Sweden
Founded: 1995

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