Senior Manager, Workforce Management

Tap Growth ai; Bacolod; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Ubiquity is seeking a seasoned Workforce Management leader to drive forecasting, scheduling, and real-time planning across multiple sites. The role focuses on aligning business objectives with staffing to meet service levels and cost targets.

The ideal candidate brings 5+ years in WFM with managerial experience, deep knowledge of AVAYA CMS and Verint, and strong English communication. Willingness to travel between Manila and Bacolod offices is required.

Qualifications

• 5+ years Workforce Management experience with a minimum of 3 years in a managerial role.
• Experience in end-to-end WFM roles: RT Analyst, Scheduler, Planner, Forecaster.
• Strong English communication skills.

Responsibilities

• Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
• Tracking, forecasting, analyzing real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals.
• Reporting of Daily program metrics on assigned projects.
• Make 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

Leadership/Management

English communication

Tools

AVAYA CMS

Verint

Job description

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:

• More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
• Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
• Advanced knowledge on AVAYA CMS
• Preferably someone with Verint experience
• Has handled programs with > 1000 FTEs
• Amenable to travel in both locations: Manila and Bacolod Offices
• 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,