Senior Manager, Workforce Management

Ubiquity; Bacolod; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to lead our workforce planning and real-time operations. You will translate business objectives into staffing strategies, oversee forecast accuracy, and drive efficiency across our sites.

The ideal candidate has 5+ years in WM, hands-on with AVAYA CMS (Verint a plus), and a proven track record managing large programs. Willingness to travel between Manila and Bacolod offices and communicate effectively in English.

Qualifications

• 5+ years Workforce Management with 3+ years in a managerial role.
• End-to-end WM experience: Real-Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS.
• Verint experience preferred.
• Handled programs with >1000 FTEs.
• Willing to travel Manila and Bacolod offices.
• Strong command of English (verbal and written).
• Ability to create/manage scheduling and real-time management processes/tools.
• Strong analytical and management skills for direct reports.
• Ability to work well in a team and independently.

Responsibilities

• Understand key business objectives, timelines, and WM requirements.
• Track, forecast, analyze real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals across sites.
• 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 escalated issues.
• Participate in daily and weekly WFM meetings.

Skills

Workforce management

Team leadership

Real-time analysis

Scheduling

Forecasting

AVAYA CMS

Verint

English proficiency

Travel readiness

Large program experience

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 Senior 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:

• 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.