Manager, Workforce Management

Ubiquity Global Services, Inc.; Quezon City; On-site; PHP 558,000 - 781,200; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Ubiquity Global Services, Inc. is looking for a Manager, Workforce Management, based in Quezon City, Philippines. The ideal candidate will have extensive experience in managing workforce operations and will embody our mantra of Head, Heart, Hustle. Responsibilities include forecasting call volume, tracking workforce metrics, and improving productivity while maintaining service levels.

If you thrive in a dynamic environment and are ready to make a significant impact, we invite you to join our community and contribute to our mission.

Qualifications

• 3-5 years experience in managing workforce operations with senior management interaction.
• More than 5 years of Workforce Management experience, with a minimum of 1 year as a Manager.
• Strong command of the English language both verbal and written.

Responsibilities

• Track and forecast call volume and workforce requirements.
• Make strategic recommendations to improve productivity.
• Assist in resolving serious customer complaints.

Skills

Workforce operations management

Statistical analysis

AVAYA CMS

Workforce management tools

Scheduling management

Communication skills

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, experience how we bring Head, Heart, and Hustle to life every day.