Strategic Workforce Manager: Real-Time Forecasting Lead

Tap Growth ai; Manila; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Ubiquity in Manila seeks a Workforce Manager who drives real-time planning, forecasting, and headcount strategies across sites. You’ll apply data insights to optimize service levels and costs while aligning with business objectives.

You’ll lead and develop WFM processes, work with large teams (1000+ FTE experience ideal), and collaborate with back office operations including insurance claims. AVAYA CMS expertise is essential.

Qualifications

• 3–5 years of management experience in workforce operations with client/senior management interaction.
• Experience managing back office in insurance claims processing.
• More than 5 years WFM experience with at least 1 year as a manager.
• End-to-end WFM roles: Real Time Analyst, Scheduler, Planner, Forecaster.
• Advanced knowledge of AVAYA CMS.
• Handled programs with > 1000 FTEs.
• Strong statistical analysis and proficiency with WFM tools.
• Strong command of English, verbal and written.

Responsibilities

• Track and forecast real-time call volume, headcount, shrinkage, attrition and handle time across sites.
• Report daily program metrics on assigned projects.
• Make strategic recommendations to balance productivity, service levels and costs.
• Ensure that the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalations.
• Participate in daily and weekly WFM meetings.

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Data analysis

English communication

Team leadership

Tools

AVAYA CMS

Workforce management tools

Job description

Ubiquity in Manila seeks a Workforce Manager who drives real-time planning, forecasting, and headcount strategies across sites. You’ll apply data insights to optimize service levels and costs while aligning with business objectives.

You’ll lead and develop WFM processes, work with large teams (1000+ FTE experience ideal), and collaborate with back office operations including insurance claims. AVAYA CMS expertise is essential.