Director, Workforce Management

Tap Growth ai; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

Ubiquity is seeking a Director for Workforce Management to lead delivery operations across multiple clients and sites. The role requires driving high-quality WFM execution, forecasting accuracy, staffing strategies, and real-time management to achieve strong business results.

The leader will oversee WFM teams, partner with Operations and client leadership, and ensure performance across accounts, regions, and geographies.

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy–it’s the foundation of who we are and what we do. As a Director for Workforce Management, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

The Director orAssociate Director of Workforce Management – Delivery Operations is a seniorleadership role responsible for driving consistent, high-quality WFM executionacross multiple clients, programs, sites, and geographies.

Thisleader will oversee the operational delivery of Workforce Management, ensuringthat forecasting and staffing strategies are translated into effectivescheduling, real-time management, and operational outcomes. The role requiressomeone who can operate effectively in a complex, multi-client environment,lead WFM teams across different regions, and partner closely with Operationsand client leadership

• Own WFM performance across assignedclients/programs; ensure staffing plans, schedules, intraday execution,service levels, occupancy, shrinkage, utilization and other WFM KPIs areeffectively managed. Identify gaps and drive corrective actions.
• Manage competing WFM priorities acrossmultiple clients, programs, sites and/or geographies. Ensure each accountreceives appropriate WFM support while balancing resources across theportfolio.
• Serve as the senior WFM point of contact forassigned accounts. Partner with Operations and client stakeholders onstaffing, capacity, performance, risks and recommendations. Participate inbusiness reviews and manage WFM-related escalations.
• Understand how WFM decisions affect revenue,labor cost, overtime, productivity and gross margin. Partner with Operationsand Finance to identify opportunities to improve workforce efficiency whileprotecting client commitments.
• Lead and develop WFM Sr. Managers. Establishclear accountability, coach leaders, manage performance, build successionplans and strengthen WFM capability across the portfolio.

What We’re Looking For:

• 8+ years of progressive Workforce Management experience, preferablywithin BPO, contact center, customer experience, or other high-volume serviceenvironments.

• 3–5+ years of WFM leadership experience, with demonstrated responsibilityfor managing managers, supervisors, or senior WFM professionals.

• Proven experience managing multiple clients, programs, business units, orsites simultaneously.

• Experience supporting WFM operations across multiple locations,countries, or geographies strongly preferred.

• Strong functional knowledge of the complete WFM lifecycle, includingforecasting, capacity planning, staffing, scheduling, real-time management,shrinkage, occupancy, utilization, and service-level management.

• Demonstrated experience translating forecasts and capacity requirementsinto executable staffing and scheduling strategies.

• Strong understanding of contact center performance metrics, includingSLA, ASA, abandonment, AHT, occupancy, utilization, schedule adherence,shrinkage, forecast accuracy, and staffing efficiency.

• Experience identifying staffing and capacity risks and developingappropriate recovery or mitigation plans.

• Strong client-facing experience, including participation in operationalreviews, business reviews, capacity discussions, and WFM-related escalations.

• Demonstrated ability to partner effectively with Operations, Finance,Talent Acquisition, HR, Training, Technology, and other cross-functionalstakeholders.

• Experience leading and developing WFM Managers, Supervisors, Planners,Schedulers, Analysts, and/or Real-Time teams.

• Experience with enterprise Workforce Management platforms and contactcenter technologies; experience with tools such as NICE, Verint, Genesys,Five9, or similar platforms is preferred.

• Strong proficiency in Excel and experience working with reporting,visualization, or business intelligence platforms.

• Excellent written and verbal communication skills, with the ability topresent complex WFM concepts to senior Operations leaders, clients, andexecutives.

Qualifications Education

Bachelor’s degree in Business Administration, Operations Management, orrelated field, but not required.

Skills/Knowledge/Abilities

• Can simplify complex WFM issues into risks, impacts, options, andrecommendations.
• Ability to manage multiple clients and priorities without losingvisibility of individual account performance.
• Develops leaders and creates accountability rather than personallymanaging every issue.
• Looks beyond immediate staffing issues to identify systemic problems andlonger-term solutions.
• Can effectively operate across different clients, cultures, geographies,time zones, and operating models.

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success.