Senior Workforce Management Leader - Real-Time Forecasting

Ubiquity; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Ubiquity is seeking an experienced Workforce Management professional to lead real time analysis, scheduling, and forecasting across multiple sites in the Philippines. The role focuses on optimizing call volume, headcount, shrinkage, and attrition while maintaining service levels and controlling costs.

The candidate should have a strong background in WFM processes, end-to-end WFM roles, and proven management experience. Travel between Manila and Bacolod may be required.

Qualifications

• 5+ years Workforce Management experience with a minimum of 3 years as a Manager.
• End-to-end WFM exposure: Real Time Analyst, Scheduler, Planner, Forecaster.
• Strong command of English, both written and spoken.

Responsibilities

• Understand business objectives, timeframes, and WFM requirements.
• Track, forecast, analyze real-time management and planning of call volume and headcount.
• Report daily program metrics and provide strategic productivity improvements.
• Ensure adherence to workforce procedures and escalate serious issues as needed.
• Participate in daily and weekly WFM-related meetings.

Skills

WFM experience

Real Time Analyst

Scheduler

Forecaster

English proficiency

Team leadership

Analytical skills

Shift scheduling

People management

Tools

AVAYA CMS

Verint

Job description

Ubiquity is seeking an experienced Workforce Management professional to lead real time analysis, scheduling, and forecasting across multiple sites in the Philippines. The role focuses on optimizing call volume, headcount, shrinkage, and attrition while maintaining service levels and controlling costs.

The candidate should have a strong background in WFM processes, end-to-end WFM roles, and proven management experience. Travel between Manila and Bacolod may be required.