Senior Workforce Manager: Real-Time Forecasting & Ops

Tap Growth ai; Cagayan de Oro; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ubiquity seeks a Workforce Manager to drive real-time staffing, forecasting, and performance across multiple sites. You will balance service levels with cost efficiency while guiding a skilled team.

Key responsibilities include analyzing call volume, headcount, shrinkage, attrition, and adherence to procedures, and you will participate in daily and weekly WFM meetings to push improvements.

Qualifications

• 3–5 years experience in workforce management with client and senior management interaction.
• Experience managing back office in insurance claims processing operations.
• Experience with programs having more than 1000 FTEs.
• Strong English communication (verbal and written).

Responsibilities

• Track, forecast, and analyze real-time management and planning of call volume, headcount, shrinkage, attrition, and handle time goals.
• 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

WFM experience

Real Time Analyst

Scheduler

Forecaster

AVAYA CMS

Data analysis

English communication

Team management

Shift planning

Tools

AVAYA CMS

Job description

Ubiquity seeks a Workforce Manager to drive real-time staffing, forecasting, and performance across multiple sites. You will balance service levels with cost efficiency while guiding a skilled team.

Key responsibilities include analyzing call volume, headcount, shrinkage, attrition, and adherence to procedures, and you will participate in daily and weekly WFM meetings to push improvements.