Senior WFM Lead: Real-Time Forecasting & Scheduling

Ubiquity; Bacolod; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Ubiquity in Manila and Bacolod is seeking a Senior Manager, Workforce Management to steer real-time planning and forecasting across call volumes and headcount. You will lead a team, analyze metrics, and implement efficiency improvements while balancing service levels and costs.

You’ll collaborate with cross-functional partners, travel between Manila and Bacolod, and drive strategic initiatives with a data-driven approach, English fluency required.

Qualifications

• Minimum 5+ years in Workforce Management with at least 3 years in a managerial role.
• End-to-end WFM experience across Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS; Verint experience preferred.

Responsibilities

• Understand business objectives, timeframes, and requirements for Workforce Management.
• Track, forecast, and analyze real-time management and planning of call volumes, headcount, shrinkage, attrition, and handle time.
• 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 requiring WFM involvement.

Skills

Workforce Management

Real Time Analyst

Scheduler

Forecaster

AVAYA CMS

Verint

People management

Tools

AVAYA CMS

Verint

Job description

Ubiquity in Manila and Bacolod is seeking a Senior Manager, Workforce Management to steer real-time planning and forecasting across call volumes and headcount. You will lead a team, analyze metrics, and implement efficiency improvements while balancing service levels and costs.

You’ll collaborate with cross-functional partners, travel between Manila and Bacolod, and drive strategic initiatives with a data-driven approach, English fluency required.