Workforce Management Lead: Real-Time Planning

Ubiquity

Bacolod

On-site

PHP 900,000 - 1,200,000

Full time

14 days+

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Job summary

Ubiquity seeks a seasoned Workforce Manager to lead and optimize our staffing and service delivery. You will forecast demand, schedule staff, monitor real-time performance, and drive efficiency across multiple sites with a focus on cost control and service levels.

Strong analytics and leadership will help you turn data into action while collaborating with senior stakeholders. Your role requires deep experience in WFM, exceptional English communication, and the ability to manage complex projects

Qualifications

3–5 years experience in managing workforce operations with client/senior management interaction.
Experience managing back office in insurance claims processing operations.
End-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster.
Proficient use of workforce management tools.
Strong analytical and management skills to improve performance.

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 the team follows workforce procedures.
Assist in resolving serious customer complaints and escalated issues.
Participate in daily and weekly meetings that require WFM involvement.