Strategic Workforce Manager - Real-Time & Forecasting

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

Job summary

Ubiquity in the Philippines is seeking a skilled Workforce Manager to lead real-time analysis, forecasting, and scheduling across multiple sites. You will translate business objectives into headcount plans, monitor call volume, shrinkage, and attrition, and drive improvements with data-driven insights.

The role requires strong English communication, AVAYA CMS proficiency, and a proven track record in managing large-scale workforce operations.

Qualifications

• 3–5 years experience in managing workforce operations with client/senior management interaction
• Experience managing back office in insurance claims processing operations
• More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
• Strong statistical analysis
• Proficient use of workforce management tools
• Able to organize large amounts of data to identify trends and patterns
• Ability to manage multiple, complex, ongoing projects and tasks
• Strong command of the English language both verbal and written communication
• Ability to create/manage scheduling and real-time management processes and tools effectively
• Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
• Team player and ability to work independently

Responsibilities

• Understand business objectives, timeframes, and requirements associated with Workforce Management
• Track, forecast, analyze real-time management and planning of call volume, headcount requirements, 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 that the team follows workforce procedures
• Assist in resolving serious customer complaints and escalated issues
• Participate in daily and weekly meetings that require WFM involvement

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Data analysis

English communication

Tools

AVAYA CMS

Job description

Ubiquity in the Philippines is seeking a skilled Workforce Manager to lead real-time analysis, forecasting, and scheduling across multiple sites. You will translate business objectives into headcount plans, monitor call volume, shrinkage, and attrition, and drive improvements with data-driven insights.

The role requires strong English communication, AVAYA CMS proficiency, and a proven track record in managing large-scale workforce operations.