Senior Workforce Manager - Real-Time & Forecasting

Ubiquity; Canlandog; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to lead forecasting, scheduling, and real-time management across our sites. You will analyze metrics, drive improvements, and ensure adherence to workforce procedures while collaborating with cross-functional teams.

Travel between Manila and Bacolod offices is required, and you will mentor direct reports, shaping strategies to meet service levels and cost targets.

Qualifications

• 5+ years Workforce Management experience with a minimum of 3 years experience as a Manager.
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.

Responsibilities

• Understand key business objectives, timeframes, and requirements of Workforce Management.
• Track, forecast, analyze real-time management and planning of call volume, headcount, shrinkage, attrition and handle time goals across group sites.
• 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

Scheduling

Forecasting

Real Time Analysis

Data Analytics

Team Leadership

Tools

AVAYA CMS

Verint

Job description

Ubiquity is seeking a Senior Workforce Manager to lead forecasting, scheduling, and real-time management across our sites. You will analyze metrics, drive improvements, and ensure adherence to workforce procedures while collaborating with cross-functional teams.

Travel between Manila and Bacolod offices is required, and you will mentor direct reports, shaping strategies to meet service levels and cost targets.