Workforce Management Lead — Real-Time Planning & Analytics

Ubiquity

Quezon City

On-site

PHP 900,000 - 1,500,000

Full time

2 days ago

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Job summary

Ubiquity in Quezon City is seeking a Manager, Workforce Management to lead real-time operations, scheduling, forecasting, and performance reporting across multiple sites. You’ll translate business needs into data-driven plans and drive continuous improvement with a people-first approach.

Ideal candidates have extensive WFM experience, AVAYA CMS knowledge, and proven capacity to lead large teams while communicating clearly in English.

Qualifications

Understand business objectives and requirements for Workforce Management.
Track, forecast, analyze real-time management and planning of call volume, headcount, shrinkage, attrition and handle time.
Provide daily program metrics reporting and strive to optimize productivity while balancing service levels and costs.
Ensure adherence to workforce procedures and escalate issues when needed.

Responsibilities

Understand key business objectives, timeframes, and requirements associated with Workforce Management.
Responsible for tracking, forecasting analyzing real time management and planning of assigned call volume, headcount requirements, shrinkage, attrition and handle time goals throughout the group sites.
Reporting of Daily program metrics on assigned projects
Makes strategic recommendations to improve productivity while balancing service levels and costs
Ensures that the team follows workforce procedures.
Assist in resolving serious customer complaints and escalated issues
Participates in daily and weekly meetings that requires WFM involvement