Senior Workforce Management Leader: Real-Time & Forecasting

Ubiquity; Cagayan de Oro; On-site; PHP 600,000 - 900,000; Full time

Job summary

Ubiquity is seeking a Workforce Manager to lead and optimize multi-site workforce operations in the Philippines. The role emphasizes real-time analysis, forecasting, scheduling, and strategic planning to meet service levels and cost targets.

You will own data-driven insights, drive performance improvements, and collaborate with senior management to align workforce capacity with business objectives. A graveyard shift may be required as part of operations.

Qualifications

• 3-5 years experience in managing workforce operations with client and/or senior management interaction.
• 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 experience: Real Time Analyst, Scheduler, Planner, Forecaster.

Responsibilities

• Understanding of key business objectives, timeframes, and requirements for Workforce Management.
• Tracking, forecasting, analyzing real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals across sites.
• Reporting of daily program metrics on assigned projects.
• Provide 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

Analytical skills

Leadership

English communication

Data analysis

Tools

AVAYA CMS

Workforce management tools

Job description

Ubiquity is seeking a Workforce Manager to lead and optimize multi-site workforce operations in the Philippines. The role emphasizes real-time analysis, forecasting, scheduling, and strategic planning to meet service levels and cost targets.

You will own data-driven insights, drive performance improvements, and collaborate with senior management to align workforce capacity with business objectives. A graveyard shift may be required as part of operations.