Senior Workforce Management Lead | Real-Time & Forecasting

Ubiquity

Canlandog

On-site

PHP 900,000 - 1,800,000

Full time

14 days+

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Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Ubiquity is seeking a seasoned Workforce Manager to drive staffing and scheduling decisions across multiple sites. You will analyze real-time metrics, forecast needs, and guide the team to meet service level and cost targets.

You should bring 3–5 years in workforce operations, strong English communication, and hands-on experience with AVAYA CMS and WFM tools. A graveyard shift is possible; join a people-first culture committed to professional growth.

Qualifications

3–5 years of experience in managing workforce operations.
Experience managing back office in insurance claims processing operations.
More than 5 years Workforce Management experience with a minimum of 1 year as a Manager.
End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.

Responsibilities

Understand key business objectives, timeframes, and requirements for Workforce Management.
Track and forecast real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals across sites.
Report daily program metrics on assigned projects.
Make strategic recommendations to improve productivity while balancing service levels and costs.
Ensure team follows workforce procedures.
Assist in resolving serious customer complaints and escalated issues.
Participate in daily and weekly meetings requiring WFM involvement.