Workforce Manager
Ubiquity
Taguig, Metro Manila, Philippines
2d ago

We’re hiring.

We are hiring for a Workforce Manager who will be in charge of managing our Workforce teams in our Eastwood and / or BGC site / s.

We’re made of something different.

We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals every person, in every role, for our company and our clients.

Think you have what it takes? Join us!

Duties and Responsibilities :

  • 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
  • Ideal candidates have :

  • At least 3-5 years experience in managing workforce operations with client / and or senior management interaction
  • Experience managing back office in insurance claims processing operations
  • More than 5 years Workforce Management experience with a minimum of 1 year experience as a Manager
  • Has experienced end-to-end Workforce Management roles : Real Time Analyst, Scheduler, Planner, Forecaster
  • Advanced knowledge on AVAYA CMS
  • Has handled programs with >
  • 1000 FTEs

  • Amenable to travel in both locations : Eastwood and BGC Offices
  • Expertise in back office capacity planning, forecasting, real time, reporting and scheduling
  • Strong statistical analysis
  • Proficient use of workforce management tools
  • Able to organize large amount of data to identify trends and patterns
  • Ability to manage multiple, complex, on going projects and tasks
  • 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.
  • Willing to work in in our MOA site
  • Open to working on any shift especially graveyard
  • The Perks.

  • Learning and Development Opportunities
  • Career Advancement Opportunities
  • Healthcare Benefits
  • Group Life Insurance
  • Tenure Based Benefits
  • Profit Sharing
  • Annual Performance Appraisal
  • Retirement Benefits
  • What we do.

    Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations.

    Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.

    We want you.

    We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.

    Data Privacy Notice.

    Please read our Data Privacy Notice shown on this page https : / / ubiquity.com / privacy-notice-philippines / to know more on how Ubiquity handles your personal information.

    By continuing your application with Ubiquity, you confirm that you have read and understood our Data Privacy Notice.

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