WFM Manager — Real-Time Forecasting & Capacity Planning

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

Job summary

Ubiquity is seeking a Manager, Workforce Management to lead forecasting, real-time oversight of call volume and staffing across sites. You will drive efficiency while maintaining service levels and cost targets.

In this role, you’ll partner with senior leaders to implement data-driven WFM strategies, manage back-office interactions, and ensure adherence to workforce procedures. Strong analytical and organizational skills 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.
• End-to-end Workforce Management experience: Real Time Analyst, Scheduler, Planner, Forecaster.
• Strong statistical analysis and proficiency with WFM tools.
• Experience handling programs with more than 1000 FTEs.

Responsibilities

• 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 the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalations.
• Participate in daily and weekly meetings requiring WFM involvement.

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Stakeholder management

Organizational skills

Data analysis

Back office capacity planning

Client interaction

Tools

AVAYA CMS

Job description

Ubiquity is seeking a Manager, Workforce Management to lead forecasting, real-time oversight of call volume and staffing across sites. You will drive efficiency while maintaining service levels and cost targets.

In this role, you’ll partner with senior leaders to implement data-driven WFM strategies, manage back-office interactions, and ensure adherence to workforce procedures. Strong analytical and organizational skills are essential.