Strategic Workforce Manager — Real-Time & Forecasting Lead

Ubiquity; Bacolod; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Ubiquity in Bacolod is seeking a Workforce Manager to drive real-time analytics, forecasting, and planning for multi-site operations. You will oversee call volume, headcount requirements, shrinkage, attrition, and performance, delivering metrics and strategic recommendations to optimize productivity and costs.

The role emphasizes strong data analysis, English communication, and collaboration with teams to implement scheduling and real-time management processes. Graveyard shifts may be required.

Qualifications

• 3–5 years experience in managing workforce operations with client/and senior management interaction.
• Experience managing back office in insurance claims processing operations.
• End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.

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 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

Workforce planning

Forecasting

Statistical analysis

Analytical thinking

Communication

Tools

AVAYA CMS

Job description

Ubiquity in Bacolod is seeking a Workforce Manager to drive real-time analytics, forecasting, and planning for multi-site operations. You will oversee call volume, headcount requirements, shrinkage, attrition, and performance, delivering metrics and strategic recommendations to optimize productivity and costs.

The role emphasizes strong data analysis, English communication, and collaboration with teams to implement scheduling and real-time management processes. Graveyard shifts may be required.