Senior WFM Lead — Forecasting & Real-Time Ops

Ubiquity; Iloilo; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Manager, Workforce Management to lead planning, forecasting, and real-time management across sites. You will translate business objectives into staffing, schedules, and performance metrics.

The role requires strong data analysis, English communication, and experience with large-scale back-office operations. Graveyard shifts may be required; a people-first culture drives success.

Qualifications

• 3–5 years experience in managing workforce operations.
• Experience managing back office in insurance claims processing.
• 5+ years WFM experience with 1 year as a Manager.

Responsibilities

• Track, forecast, and plan call volume, headcount, shrinkage, attrition, and handle time.
• Report daily program metrics for assigned projects.
• Make strategic recommendations to balance productivity, service levels, and costs.
• Ensure adherence to workforce procedures.
• Assist in resolving serious customer complaints and escalated issues.
• Participate in daily and weekly WFM meetings.

Skills

Workforce management

Forecasting

Real-time analysis

Data analysis

English communication

Tools

AVAYA CMS

WFM tools

Job description

Ubiquity in the Philippines is seeking a Manager, Workforce Management to lead planning, forecasting, and real-time management across sites. You will translate business objectives into staffing, schedules, and performance metrics.

The role requires strong data analysis, English communication, and experience with large-scale back-office operations. Graveyard shifts may be required; a people-first culture drives success.