Senior Workforce Manager: Real-Time & Forecasting Lead

Tap Growth ai; Canlandog; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

Ubiquity is seeking a Senior Workforce Manager to drive excellence in service delivery with Head, Heart, Hustle. Lead real-time planning, forecasting, and headcount management across group sites.

You’ll partner with leadership to optimize productivity, reduce costs, and ensure adherence to workforce procedures, while guiding a team of analysts and schedulers through shift and attrition challenges. Travel between Manila and Bacolod offices is required, and a strong command of English is essential

Qualifications

• Requires 5+ years in Workforce Management with 3+ years in a managerial role.
• Experience in end-to-end WFM roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS; Verint experience preferred.
• Experience handling programs with 1000+ FTEs.
• Willing to travel between Manila and Bacolod offices.
• Strong English communication, both written and spoken.
• Ability to design scheduling and real-time management processes and tools.
• Strong analytics and leadership to coach direct reports.
• Able to work in team and individually; graveyard shift willingness.

Responsibilities

• Understand business objectives, timeframes, and requirements for Workforce Management.
• Track, forecast, analyze real-time management and planning of call volume, headcount, shrinkage, attrition, and handling time.
• 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.

Skills

Workforce Management

Real Time Analysis

Forecasting

AVAYA CMS

Verint

1000+ FTEs

Shift management

English proficiency

Scheduling

Leadership

Tools

Verint

Job description

Ubiquity is seeking a Senior Workforce Manager to drive excellence in service delivery with Head, Heart, Hustle. Lead real-time planning, forecasting, and headcount management across group sites.

You’ll partner with leadership to optimize productivity, reduce costs, and ensure adherence to workforce procedures, while guiding a team of analysts and schedulers through shift and attrition challenges. Travel between Manila and Bacolod offices is required, and a strong command of English is essential