Senior Manager, Workforce Management
Ubiquity Global Services, Inc.Cagayan de Oro, Philippines
Posted February 16, 2026
Full Time
About the Company
Ubiquity Global Services, Inc., headquartered in New York City with global delivery locations, is a leading CX provider for financial services, healthcare, and e-commerce. The company offers comprehensive solutions including business process outsourcing, customer relationship management, contact center services, compliance management, identity verification, fraud detection, business process automation, transcription, and Medicare & Medicaid managed healthcare solutions. Distinctively, Ubiquity focuses on delivering multilingual, end-to-end services that enhance client and customer experiences across diverse industries.
Job Description
The Senior Manager, Workforce Management will be responsible for tracking, forecasting, and analyzing real-time management and planning of assigned call volume, headcount requirements, shrinkage, attrition, and handle time goals. They will also make strategic recommendations to improve productivity while balancing service levels and costs.
Requirements
- More than 5 years Workforce Management experience
- Minimum 3 years experience as a Manager
- Advanced knowledge on AVAYA CMS
- Preferably Verint experience
- Ability to create/manage scheduling and real-time management processes and tools effectively