Strategic Workforce Manager | Real-Time & Forecasting

Tap Growth ai; Canlandog; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Ubiquity is seeking a Workforce Manager to drive workforce planning and optimization across our sites. You will forecast call volume, monitor shrinkage and attrition, and guide scheduling to meet service levels while controlling costs.

You will contribute to daily reporting, collaborate with senior management, and ensure adherence to WFM procedures. Strong English communication and experience with large teams are essential.

Qualifications

• 3–5 years of experience in managing workforce operations with client or senior management interaction.
• Experience managing back office in insurance claims processing operations.
• Experience in end-to-end WFM roles: Real Time Analyst, Scheduler, Forecaster.
• Strong command of English, both written and verbal.

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 goals.
• 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 standards.
• Assist in resolving serious customer complaints and escalated issues.
• Participate in daily and weekly meetings requiring WFM involvement.

Skills

Workforce management

Forecasting

Real Time Analyst

Scheduler

Forecaster

Statistical analysis

English proficiency

Tools

AVAYA CMS

Job description

Ubiquity is seeking a Workforce Manager to drive workforce planning and optimization across our sites. You will forecast call volume, monitor shrinkage and attrition, and guide scheduling to meet service levels while controlling costs.

You will contribute to daily reporting, collaborate with senior management, and ensure adherence to WFM procedures. Strong English communication and experience with large teams are essential.