Global RTA Workforce Supervisor: Coaching & Staffing

Ubiquity; Misamis Oriental; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity in the Philippines is hiring a Workforce Supervisor to ensure that Real Time Analysts take actions to meet KPI targets and daily, weekly, monthly, and quarterly goals. The role collaborates with the Workforce Manager and internal leaders to determine corrective actions that improve performance.

You will coach RTAs one-on-one, train and orient new staff, analyze intra-day staffing reports, and propose staffing changes to meet service levels.

Qualifications

• 1 to 5 years experience in the workforce in a BPO.
• Inbound performance analytics experience.
• Detail oriented and strong communication.
• Willing to work graveyard shifts.

Responsibilities

• Supervise 20 Real time Analysts globally.
• Perform one-on-one coaching with the RTAs.
• Train and Orient new RTAs.
• Analyze intra-day staffing reports and recommend changes to staffing to meet service levels.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting service level goals.
• Review contact center trends, including call volume and staff productivity.

Skills

Workforce supervision

Coaching

Staffing analysis

Excel

Communication

Flexibility in shifts

Tools

Excel

Job description

Ubiquity in the Philippines is hiring a Workforce Supervisor to ensure that Real Time Analysts take actions to meet KPI targets and daily, weekly, monthly, and quarterly goals. The role collaborates with the Workforce Manager and internal leaders to determine corrective actions that improve performance.

You will coach RTAs one-on-one, train and orient new staff, analyze intra-day staffing reports, and propose staffing changes to meet service levels.