WFM Manager: Real-Time Forecasting & Strategy

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

Job summary

Ubiquity is seeking a Manager, Workforce Management to lead and optimize call center operations. You’ll oversee forecasting, scheduling, real-time analysis, and capability planning across multiple sites to meet service goals.

You will drive improvements through data-driven insights, collaborating with senior management and ensuring adherence to workforce procedures. Strong English communication and experience with WFM tools are essential.

Qualifications

• 3–5 years 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 roles: Real Time Analyst, Scheduler, Planner, Forecaster.

Responsibilities

• Track, forecast, and analyze real-time management and planning of call volume, headcount, shrinkage, attrition, and handle time goals across sites.
• Report daily program metrics on assigned projects.
• Make strategic recommendations to improve productivity while balancing service levels and costs.
• Ensure team adherence to workforce procedures.
• Assist in resolving serious customer complaints and escalated issues.
• Participate in daily and weekly WFM meetings.

Skills

Workforce management

Forecasting

Real-time analysis

Scheduling

Data analysis

English communication

AVAYA CMS

Tools

AVAYA CMS

Job description

Ubiquity is seeking a Manager, Workforce Management to lead and optimize call center operations. You’ll oversee forecasting, scheduling, real-time analysis, and capability planning across multiple sites to meet service goals.

You will drive improvements through data-driven insights, collaborating with senior management and ensuring adherence to workforce procedures. Strong English communication and experience with WFM tools are essential.