Manager, Workforce Management

Ubiquity; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ubiquity is seeking a Manager, Workforce Management to lead forecasting, real-time oversight of call volume and staffing across sites. You will drive efficiency while maintaining service levels and cost targets.

In this role, you’ll partner with senior leaders to implement data-driven WFM strategies, manage back-office interactions, and ensure adherence to workforce procedures. Strong analytical and organizational skills are essential.

Qualifications

• 3–5 years of experience in managing workforce operations with client or senior management interaction.
• Experience managing back office in insurance claims processing operations.
• End-to-end Workforce Management experience: Real Time Analyst, Scheduler, Planner, Forecaster.
• Strong statistical analysis and proficiency with WFM tools.
• Experience handling programs with more than 1000 FTEs.

Responsibilities

• 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 escalations.
• Participate in daily and weekly meetings requiring WFM involvement.

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Stakeholder management

Organizational skills

Data analysis

Back office capacity planning

Client interaction

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 aManager, Workforce Management , 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