Senior WFM Leader, Multi-Client Delivery Operations

Ubiquity; Quezon City; On-site; PHP 1,800,000 - 3,600,000; Full time

Job summary

Ubiquity in Manila seeks a Director for Workforce Management to lead delivery operations across clients, programs, sites, and geographies, turning forecasts into staffing and scheduling actions.

The role partners with Operations and client leadership to optimize service levels, labor cost, and margins, while developing WFM talent and guiding cross-functional teams in a dynamic, high-volume environment.

Qualifications

• 8+ years in Workforce Management, preferably in BPO or contact centers.
• 3–5+ years in WFM leadership with managers, supervisors, or senior staff.
• Experience across multiple clients, programs, or sites.
• Experience in multi-location environments preferred.
• Strong knowledge of WFM lifecycle, metrics and tools.

Responsibilities

• Own WFM performance across assigned clients and KPIs.
• Balance competing priorities across accounts and resources.
• Serve as senior WFM contact and participate in business reviews.
• Translate forecasts into staffing and scheduling; drive cost efficiency.
• Lead and develop WFM managers, supervisors, and planners.

Skills

WFM leadership

Forecasting & capacity planning

Staffing optimization

Cross-functional collaboration

Excel & BI tools

Education

Bachelor's degree in Business Administration or Operations Management

Tools

NICE

Verint

Genesys

Five9

Job description

Ubiquity in Manila seeks a Director for Workforce Management to lead delivery operations across clients, programs, sites, and geographies, turning forecasts into staffing and scheduling actions.

The role partners with Operations and client leadership to optimize service levels, labor cost, and margins, while developing WFM talent and guiding cross-functional teams in a dynamic, high-volume environment.