Manager Workforce Management

Tap Growth ai; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ubiquity in Manila seeks a Workforce Manager who drives real-time planning, forecasting, and headcount strategies across sites. You’ll apply data insights to optimize service levels and costs while aligning with business objectives.

You’ll lead and develop WFM processes, work with large teams (1000+ FTE experience ideal), and collaborate with back office operations including insurance claims. AVAYA CMS expertise is essential.

Qualifications

• 3–5 years of management experience in workforce operations with client/senior management interaction.
• Experience managing back office in insurance claims processing.
• More than 5 years WFM experience with at least 1 year as a manager.
• End-to-end WFM roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS.
• Handled programs with > 1000 FTEs.
• Strong statistical analysis and proficiency with WFM tools.
• Strong command of English, verbal and written.

Responsibilities

• Track and forecast real-time call volume, headcount, shrinkage, attrition and handle time across sites.
• Report daily program metrics on assigned projects.
• Make strategic recommendations to balance productivity, service levels and costs.
• Ensure that the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalations.
• Participate in daily and weekly WFM meetings.

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Data analysis

English communication

Team leadership

Tools

AVAYA CMS

Workforce management 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. If you’re ready to make an impact and grow with us, experience how we bring Head, Heart, and Hustle to life every day.