Deskripsi Pekerjaan
About Ubiquity
Ubiquity is a global pioneer in customer experience management, partnering with leading brands worldwide to deliver exceptional service. Our Iloilo hub is renowned for its dynamic culture and commitment to innovation.
The Opportunity
We are seeking a strategic and experienced Senior Manager, Workforce Management to lead our WFM operations in Iloilo. This is more than a job – it's a chance to shape the future of our resource planning and optimization strategy. You will drive the decisions that directly impact our service delivery, operational efficiency, and bottom line.
Your Impact
In this role, you will oversee all facets of the WFM lifecycle. From building sophisticated forecast models to designing agent schedules and managing real-time operations, you will ensure we are perfectly positioned to meet and exceed our service level agreements. You will mentor a team of talented analysts and coordinators, fostering a culture of accuracy, agility, and continuous improvement.
Why Join Ubiquity Iloilo?
We offer a competitive compensation package, great benefits, and a supportive work environment that values professional growth. If you are ready to take your career to the next level and lead a world-class WFM team, we invite you to apply today and start your journey with Ubiquity!
Tanggung Jawab
- Lead, mentor, and develop a high-performing Workforce Management team consisting of Forecasters, Schedulers, and Real-Time Analysts.
- Develop and manage long-term and short-term volume forecasting models to predict staffing needs accurately and proactively.
- Design and implement optimized scheduling strategies to improve service levels, occupancy, and employee satisfaction across the site.
- Oversee real-time management operations, making proactive intraday adjustments to effectively meet fluctuating contact volumes.
- Drive continuous improvement in WFM processes, tools, and technologies within the Iloilo site to maximize efficiency.
- Create and deliver comprehensive WFM reports, dashboards, and analyses to executive leadership and key clients.
- Collaborate closely with Operations, Human Resources, and Training departments to align resource planning with business objectives and hiring plans.
- Manage the WFM budget, including shrinkage and attrition planning, to ensure cost-effective resource utilization and operational excellence.
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, Finance, or a related quantitative field.
- 8+ years of progressive experience in Workforce Management within a BPO, call center, or large customer service environment.
- Minimum 3 years of experience in a senior management role, directly leading WFM teams and strategy.
- Expert-level proficiency in WFM software (e.g., NICE IEX, Verint, Aspect, or similar) and advanced MS Excel / analytical skills.
- Strong business acumen with demonstrated experience in managing budgets, P&L, and C-level client relationships.
- Excellent analytical, critical thinking, and decisive problem-solving abilities in a high-pressure environment.
- Outstanding communication, presentation, and stakeholder management skills with the ability to influence strategic decisions.
- Willingness to work in Iloilo City and adapt to a flexible shifting schedule, including nights, weekends, and holidays.