Manager Workforce Management

Hammerjack Pty Ltd; Cagayan de Oro; On-site; PHP 700,000 - 1,150,000; Full time

Job summary

Ubiquity is seeking a skilled Workforce Manager to translate business objectives into staffing and scheduling actions. You will forecast call volumes, plan headcount, monitor shrinkage, and drive real-time adjustments across sites.

You’ll report daily metrics and propose productivity improvements while balancing service levels and costs. The role requires extensive WFM experience, strong analytics, and fluency in English to communicate effectively with teams and leadership.

Qualifications

• 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.
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge on AVAYA CMS.
• 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, ongoing projects and tasks.
• Strong command of 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

Responsibilities

• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
• 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

Skills

Workforce management

Forecasting

Real Time Analysis

Scheduling

English communication

Tools

AVAYA CMS

WFM tools

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.