Senior Manager, Workforce Management

Tap Growth ai; Canlandog; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to drive excellence in service delivery with Head, Heart, Hustle. Lead real-time planning, forecasting, and headcount management across group sites.

You’ll partner with leadership to optimize productivity, reduce costs, and ensure adherence to workforce procedures, while guiding a team of analysts and schedulers through shift and attrition challenges. Travel between Manila and Bacolod offices is required, and a strong command of English is essential

Qualifications

• Requires 5+ years in Workforce Management with 3+ years in a managerial role.
• Experience in end-to-end WFM roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS; Verint experience preferred.
• Experience handling programs with 1000+ FTEs.
• Willing to travel between Manila and Bacolod offices.
• Strong English communication, both written and spoken.
• Ability to design scheduling and real-time management processes and tools.
• Strong analytics and leadership to coach direct reports.
• Able to work in team and individually; graveyard shift willingness.

Responsibilities

• Understand business objectives, timeframes, and requirements for Workforce Management.
• Track, forecast, analyze real-time management and planning of call volume, headcount, shrinkage, attrition, and handling time.
• Report daily program metrics on assigned projects.
• Make strategic recommendations to improve productivity while balancing service levels and costs.
• Ensure 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 Analysis

Forecasting

AVAYA CMS

Verint

1000+ FTEs

Shift management

English proficiency

Scheduling

Leadership

Tools

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.