Strategic Workforce Management Lead

Ubiquity

Manila

On-site

PHP 900,000 - 1,500,000

Full time

14 days+

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Job summary

Ubiquity in Manila is seeking a Workforce Manager to optimize call center performance. You will translate business objectives into real-time staffing, forecasting, and headcount planning across sites. You’ll lead results through data analysis, reporting, and collaboration with senior management, handling escalation, and ensuring adherence to workforce procedures.

Graveyard shifts welcomed. Prefer 3–5 years in workforce operations with strong English proficiency and experience with AVAYA CMS.

Qualifications

3–5 years experience managing workforce operations with client or senior management interaction.
Experience managing back office in insurance claims processing operations.
5+ years Workforce Management experience with at least 1 year in a Manager role.
End-to-end WFM roles: Real Time Analyst, Scheduler, Planner, Forecaster.
Strong command of English, both verbal and written.

Responsibilities

Understand key business objectives, timeframes, and requirements for Workforce Management.
Track, forecast, and analyze real-time management and planning of call volume, headcount, shrinkage, attrition, and handle 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 and assist with escalated customer issues.