Manager, Workforce Management

Hammerjack Pty Ltd; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Hammerjack Pty Ltd is looking for a Manager, Workforce Management in the Philippines. In this role, you will oversee workforce operations, ensuring adherence to procedures while using advanced tools for analysis and forecasting.

The ideal candidate brings 3-5 years managing workforce operations along with experience in back-office claims processing. You should possess strong analytical skills and be able to effectively manage complex projects while collaborating with a diverse team.

Qualifications

• 3-5 years of experience in managing workforce operations with client interaction.
• 5+ years of Workforce Management experience including management roles.
• Strong command of English language, both verbal and written.

Responsibilities

• Track, forecast, analyze call volume and headcount requirements.
• Report daily program metrics on assigned projects.
• Make recommendations to improve productivity balancing service and costs.

Skills

Workforce operations management

Back office in insurance claims

Statistical analysis

AVAYA CMS

Data organization

Teamwork and individual contributions

Tools

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 Manager, 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 require 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, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!