Senior Manager, Workforce Planning & Real‑Time Ops

Tap Growth ai

Bacolod

On-site

PHP 900,000 - 1,200,000

Full time

11 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Ubiquity is seeking a seasoned Workforce Management leader to drive forecasting, scheduling, and real-time planning across multiple sites. The role focuses on aligning business objectives with staffing to meet service levels and cost targets.

The ideal candidate brings 5+ years in WFM with managerial experience, deep knowledge of AVAYA CMS and Verint, and strong English communication. Willingness to travel between Manila and Bacolod offices is required.

Qualifications

5+ years Workforce Management experience with a minimum of 3 years in a managerial role.
Experience in end-to-end WFM roles: RT Analyst, Scheduler, Planner, Forecaster.
Strong English communication skills.

Responsibilities

Understanding of key business objectives, timeframes, and requirements associated with Workforce Management.
Tracking, forecasting, analyzing real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals.
Reporting of Daily program metrics on assigned projects.
Make 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.