Deskripsi Pekerjaan
Senior Manager, Workforce Management – Drive Operational Excellence at Ubiquity Cagayan de Oro
Are you prepared to take command of the command center? Ubiquity, a global innovator in customer experience (CX) solutions, is actively searching for an experienced and strategic Senior Manager of Workforce Management to lead our WFM operations in Cagayan de Oro, Philippines. This is a critical leadership role where you will orchestrate the delicate balance between service levels, cost efficiency, and employee satisfaction.
As the Senior Manager, you will be responsible for the end-to-end WFM lifecycle. You will lead a team of experts in forecasting, capacity planning, scheduling, and real-time analytics. Your strategic vision will ensure optimal staffing levels to meet fluctuating contact volumes while proactively managing adherence and shrinkage to maximize productivity. You will be the key driver of our WFM technology roadmap, from optimizing our current suite (Aspect/Avaya/eWFM) to evaluating and implementing new innovative solutions.
Located in the vibrant and rapidly growing city of Cagayan de Oro, this role offers a unique opportunity to build and shape a world-class WFM practice from the ground up, supported by a global organization. Your success will directly impact our ability to deliver seamless customer experiences for our world-renowned clients.
Why Ubiquity Cagayan de Oro?
We invest in our leaders. At Ubiquity, you will find a collaborative culture, continuous learning opportunities, and a clear path for career advancement. Join us and be part of a company that is redefining the future of CX.
Ready to make your mark? Apply today to become the Senior Manager of Workforce Management at Ubiquity!
Tanggung Jawab
- Lead and mentor a team of Workforce Management professionals, including Forecasters, Schedulers, and Real-Time Analysts, fostering a culture of high performance and continuous improvement.
- Develop and implement long-term capacity plans and strategic staffing models to support business growth, new client launches, and seasonal volume fluctuations in Cagayan de Oro.
- Oversee the creation and management of accurate forecasting models for call volume, handle time, and shrinkage across multiple channels (voice, chat, email).
- Direct real-time management strategies to optimize service levels and adherence, making proactive adjustments to mitigate risks and capitalize on opportunities.
- Analyze historical data and trends to provide actionable insights and strategic recommendations to Operations and Executive leadership.
- Drive the evaluation, selection, and optimization of WFM technology (eWFM, Aspect, Avaya, etc.) to enhance operational efficiency and reporting capabilities.
- Partner with Operations, HR, and Finance to align workforce budgets with revenue forecasts and ensure cost-effective staffing solutions.
- Establish and monitor key performance indicators (KPIs) for the WFM department, delivering regular reporting on service level attainment, occupancy, schedule efficiency, and forecast accuracy.
Kualifikasi
- Bachelor's degree in Business Administration, Operations Management, Mathematics, Statistics, or a related field. An MBA is a strong plus.
- Minimum of 8-10 years of progressive experience in Workforce Management within a BPO or high-volume contact center environment, with at least 5 years in a senior leadership role.
- Expert-level proficiency in WFM software (e.g., Aspect Workforce Management, IEX, Verint, Genesys), Avaya CMS, and advanced Excel (pivot tables, macros, complex formulas).
- Deep understanding of contact center metrics and operations (Service Level, ASA, Abandon Rate, Occupancy, Shrinkage, AHT, Forecast Accuracy).
- Demonstrated experience in strategic capacity planning, including site-level forecasting and what-if scenario modeling.
- Exceptional analytical, problem-solving, and decision-making skills with the ability to translate complex data into compelling stories and actions.
- Proven ability to lead, inspire, and develop diverse teams across multiple shifts and programs.
- Excellent verbal and written communication skills in English, with the ability to present confidently to C-suite executives.
- Willingness to work full-time in Cagayan de Oro, with flexibility to work different shifts, weekends, and holidays as needed to support a 24/7 operation.