At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Senior Manager, Workforce Management,you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

Understanding of 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

What We’re Looking For:

More than 5 years Workforce Management experience with a minimum of 3 years experience as a Manager
Has experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, Forecaster
Advanced knowledge on AVAYA CMS
Preferably someone with Verint experience
Has handled programs with > 1000 FTEs
Amenable to travel in both locations: Manila and Bacolod Offices
Has strong command of the English language both verbal and written communication.
Ability to create/manage scheduling and real-time management processes and tools effectively.
Strong Analytical and Management skills to create and develop improvement plans for respective direct reports
Ability to work with a team and individually would be of great help for this position.
Open to working on any shift especially graveyard

Why Join Us?

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!

Erforderliche Kompetenzen

Workforce Management (end-to-end)Forecasting and demand planningReal-time management and intraday adjustmentsScheduling and shift planningAVAYA CMS administration and reportingVerint workforce optimization (WFM) toolsOperational reporting and daily program metricsProductivity, service level and cost optimizationCapacity planning for large-scale programs (>1000 FTEs)Analytical skills and data-driven decision makingProcess design and management for scheduling/real-time toolsTeam leadership and people managementEscalation management and customer complaint resolutionStakeholder management and cross-functional collaboration

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