Senior Workforce Manager

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Job Description: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 projectsMakes strategic recommendations to improve productivity while balancing service levels and costsEnsures that the team follows workforce procedures.Assist in resolving serious customer complaints and escalated issuesParticipates in daily and weekly meetings that requires WFM involvementQualifications:More than 5 years Workforce Management experience with a minimum of 3 years experience as a ManagerHas experienced end-to-end Workforce Management roles: Real Time Analyst, Scheduler, Planner, ForecasterAdvanced knowledge on AVAYA CMSPreferably someone with Verint experienceHas handled programs with > 1000 FTEsAmenable to travel in both locations: Manila and Bacolod OfficesHas 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 reportsAbility to work with a team and individually would be of great help for this position.Willing to work in Bacolod CityOpen to working on any shift especially graveyardWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation.Come as U are, because U Matter at Ubiquity.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 can contribute their ideas and feels free to be their most authentic self.