Manager, Workforce Management

Manager, Workforce Management

At Ubiquity, we live and breathe the mantra Head, Heart, Hustle. This culture guides our daily work. As a Manager in Workforce Management you will embody this mantra, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do

• Understand key business objectives, timeframes, and requirements associated with Workforce Management.
• Track, forecast, analyze, and manage real‑time planning of assigned call volume, headcount requirements, shrinkage, attrition, and handle‑time goals across group sites.
• Report daily program metrics on assigned projects.
• Make strategic recommendations to improve productivity while balancing service levels and costs.
• Ensure the team follows workforce procedures.
• Assist in resolving serious customer complaints and escalated issues.
• Participate in daily and weekly meetings that require WFM involvement. <...