Manager Workforce Management

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

Job summary

Ubiquity seeks a seasoned Workforce Manager to lead and optimize our staffing and service delivery. You will forecast demand, schedule staff, monitor real-time performance, and drive efficiency across multiple sites with a focus on cost control and service levels.

Strong analytics and leadership will help you turn data into action while collaborating with senior stakeholders. Your role requires deep experience in WFM, exceptional English communication, and the ability to manage complex projects

Qualifications

• 3–5 years experience in managing workforce operations with client/senior management interaction.
• Experience managing back office in insurance claims processing operations.
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Proficient use of workforce management tools.
• Strong analytical and management skills to improve performance.

Responsibilities

• Understand key business objectives, timeframes, and requirements for Workforce Management.
• Track, forecast, and analyze real time management and planning of call volume, headcount, shrinkage, attrition and handle time goals.
• Report Daily program metrics on assigned projects.
• Make strategic recommendations to improve productivity while balancing service levels and costs.
• Ensure the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalated issues.
• Participate in daily and weekly meetings that require WFM involvement.

Skills

Workforce management

Forecasting

Scheduling

Real-time analysis

Data analysis

Leadership

Reporting

English communication

Tools

AVAYA CMS

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 Workforce Manager you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
• Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
• Reporting of Daily program metrics on assigned projects
• Makes strategic recommendations to improve productivity while balancing service levels and costs
• Ensures that the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalated issues
• Participates in daily and weekly meetings that requires WFM involvement

What We’re Looking For:

• At least 3-5 years experience in managing workforce operations with client/and or senior management interaction
• Experience managing back office in insurance claims processing operations
• More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
• Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
• Advanced knowledge on AVAYA CMS
• Has handled programs with > 1000 FTEs
• Expertise in back office capacity planning, forecasting, real time, reporting and scheduling
• Strong statistical analysis
• Proficient use of workforce management tools
• Able to organize large amount of data to identify trends and patterns
• Ability to manage multiple, complex, on going projects and tasks
• Has strong command of the English language both verbal and written communication.
• Ability to create/manage scheduling and real-time management processes and tools effectively.
• Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
• Ability to work with a team and individually would be of great help for this position.
• Open to working on any shift especially graveyard

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.