Senior Manager, Workforce Management

tap growth ai; Western Visayas; On-site; PHP 1,200,000 - 1,500,000; Full time

Benefits offered by this job

Career development programs

Dynamic work environment

Job summary

tap growth ai in the Philippines is seeking a Senior Manager in Workforce Management who will be pivotal in enhancing service quality and team productivity. The successful candidate will have over 5 years of WFM experience, with at least 3 in a managerial capacity and advanced knowledge of AVAYA CMS.

Join tap growth ai to thrive in a people-first culture and contribute actively to career development programs while managing real-time management processes.

Qualifications

• More than 5 years of Workforce Management experience, including 3 years in a managerial role.
• Experience in Real-Time Analyst, Scheduler, Planner, and Forecaster roles.
• Strong command of the English language, both verbal and written.

Responsibilities

• Track, forecast, and analyze management of assigned call volume.
• Make strategic recommendations to improve productivity.
• Assist in resolving serious customer complaints.

Skills

Workforce Management experience

AVAYA CMS

Analytical skills

Team-oriented

Scheduling management

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 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

• Understand key business objectives, timeframes, and requirements associated with Workforce Management.
• Track, forecast, and analyze real‑time management and planning of assigned call volume, headcount requirements, 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 that require WFM involvement.

What We’re Looking For

• More than 5 years of Workforce Management experience, including a minimum of 3 years in a managerial role.
• Experience in end‑to‑end WFM roles: Real‑Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS (preferred Verint experience).
• Experience managing programs with more than 1,000 FTEs.
• Willingness to travel between Manila and Bacolod Offices.
• Strong command of the English language, both verbal and written.
• Ability to create and manage scheduling and real‑time management processes and tools effectively.
• Strong analytical and management skills to design and develop improvement plans for direct reports.
• Team‑oriented and works independently; open to any shift, including 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.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!