Director of Workforce Delivery & Optimization

Ubiquity; Philippines; On-site; PHP 1,200,000 - 1,900,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Director for Workforce Management – Delivery Operations to drive high-quality WFM across multiple clients, programs, sites, and geographies. You will oversee forecasting, staffing strategies, intraday execution, and real-time management while partnering with Operations and client leadership to protect margins.

This role requires 8+ years in WFM, 3–5+ years leading managers, and a proven ability to align workforce plans with business goals in a complex,

Qualifications

• 8+ years of progressive Workforce Management experience, preferably within BPO or high-volume service environments.
• 3–5+ years of WFM leadership experience, managing managers, supervisors, or senior WFM professionals.
• Experience managing multiple clients, programs, or sites simultaneously.
• Experience across multiple locations/countries of operation is preferred.
• Strong knowledge of WFM lifecycle: forecasting, capacity planning, staffing, scheduling, real-time management, and service levels.
• Ability to translate forecasts into executable staffing strategies.

Responsibilities

• Own WFM performance across assigned clients/programs, ensuring staffing, intraday execution, service levels, occupancy, and other KPIs are managed.
• Balance resources across portfolios while supporting multiple clients, programs, sites, or geographies.
• Serve as senior WFM point of contact, partner with Operations and client stakeholders on staffing, capacity, and risks.
• Analyze impact of WFM decisions on revenue, labor cost, overtime, and gross margin; improve efficiency while protecting client commitments.
• Lead and develop WFM Managers and teams; establish accountability and succession plans.

Skills

WFM leadership

Forecasting

Staffing scheduling

Multisite coordination

Excel & BI

Stakeholder management

Communication

Education

Bachelor’s degree in Business Admin/Operations

Tools

NICE

Verint

Genesys

Five9

Job description

Ubiquity in the Philippines is seeking a Director for Workforce Management – Delivery Operations to drive high-quality WFM across multiple clients, programs, sites, and geographies. You will oversee forecasting, staffing strategies, intraday execution, and real-time management while partnering with Operations and client leadership to protect margins.

This role requires 8+ years in WFM, 3–5+ years leading managers, and a proven ability to align workforce plans with business goals in a complex,