Senior Manager, Workforce Management

Ubiquity; Canlandog; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to lead forecasting, scheduling, and real-time management across our sites. You will analyze metrics, drive improvements, and ensure adherence to workforce procedures while collaborating with cross-functional teams.

Travel between Manila and Bacolod offices is required, and you will mentor direct reports, shaping strategies to meet service levels and cost targets.

Qualifications

• 5+ years Workforce Management experience with a minimum of 3 years experience as a Manager.
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.

Responsibilities

• Understand key business objectives, timeframes, and requirements of Workforce Management.
• Track, forecast, 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

Scheduling

Forecasting

Real Time Analysis

Data Analytics

Team Leadership

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.