Senior Manager, Workforce Management

Ubiquity; Cagayan de Oro; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to lead and optimize our workforce planning across multiple sites, focusing on real-time management, forecasting, and scheduling for large-scale operations. You will drive performance improvements and cost efficiency while maintaining service levels.

The role demands deep WFM expertise, strong analytical skills, and the ability to travel between Manila and Bacolod offices, collaborating with cross-functional teams to deliver exceptional customer

Qualifications

• 5+ years of Workforce Management experience with at least 3 years in a managerial role.
• End-to-end WFM experience: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS.
• Verint experience preferred.
• Managed programs with more than 1,000 FTEs.
• Willing to travel between Manila and Bacolod offices.
• Strong command of English, both verbal and written.
• Ability to create and manage scheduling and real-time management processes and tools.
• Strong analytical and management skills for reports and improvements.
• Able to work well in team settings and independently.
• Open to graveyard shifts.

Responsibilities

• Understand business objectives, timeframes, and WFM requirements.
• Track, forecast, and analyze real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals across group 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 meetings requiring WFM involvement.

Skills

Workforce Management

Real Time Analyst

Scheduler

Forecaster

AVAYA CMS

Verint

1000+ FTEs

English Proficiency

Scheduling

Analytics

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 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.