Senior Manager, Workforce Management

Ubiquity; Bacolod; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Ubiquity in Manila and Bacolod is seeking a Senior Manager, Workforce Management to steer real-time planning and forecasting across call volumes and headcount. You will lead a team, analyze metrics, and implement efficiency improvements while balancing service levels and costs.

You’ll collaborate with cross-functional partners, travel between Manila and Bacolod, and drive strategic initiatives with a data-driven approach, English fluency required.

Qualifications

• Minimum 5+ years in Workforce Management with at least 3 years in a managerial role.
• End-to-end WFM experience across Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS; Verint experience preferred.

Responsibilities

• Understand business objectives, timeframes, and requirements for Workforce Management.
• Track, forecast, and analyze real-time management and planning of call volumes, headcount, shrinkage, attrition, and handle time.
• 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 meetings requiring WFM involvement.

Skills

Workforce Management

Real Time Analyst

Scheduler

Forecaster

AVAYA CMS

Verint

People management

Tools

AVAYA CMS

Verint

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 aSenior 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 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.