Senior Manager, Workforce Management

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

Job summary

Ubiquity is seeking an experienced Workforce Management professional to lead real time analysis, scheduling, and forecasting across multiple sites in the Philippines. The role focuses on optimizing call volume, headcount, shrinkage, and attrition while maintaining service levels and controlling costs.

The candidate should have a strong background in WFM processes, end-to-end WFM roles, and proven management experience. Travel between Manila and Bacolod may be required.

Qualifications

• 5+ years Workforce Management experience with a minimum of 3 years as a Manager.
• End-to-end WFM exposure: Real Time Analyst, Scheduler, Planner, Forecaster.
• Strong command of English, both written and spoken.

Responsibilities

• Understand business objectives, timeframes, and WFM requirements.
• Track, forecast, analyze real-time management and planning of call volume and headcount.
• Report daily program metrics and provide strategic productivity improvements.
• Ensure adherence to workforce procedures and escalate serious issues as needed.
• Participate in daily and weekly WFM-related meetings.

Skills

WFM experience

Real Time Analyst

Scheduler

Forecaster

English proficiency

Team leadership

Analytical skills

Shift scheduling

People management

Tools

AVAYA CMS

Verint

Job description

The Responsibilities:

• 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

Knowledge, Skill Set & Qualifications Required (External)

• 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