Lead, Real-Time Workforce Management

Tap Growth ai; Bacolod; On-site; PHP 390,600 - 781,200; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real Time Analysts globally. You will guide staffing decisions, coach RTAs, and implement training to maintain service levels across time zones.

You’ll analyze intra-day performance data, recommend staffing changes, and collaborate with Operations leadership to optimize incident management and trend-driven improvements. A hands-on mentor, you’ll drive accuracy and efficiency in a fast-paced contact center environment.

Qualifications

• 1–5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Proficiency with Microsoft Excel.
• Detail oriented with strong communication skills.

Responsibilities

• Oversees 20 Real Time Analysts globally.
• Coaches RTAs on a one-to-one basis.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with Operations leadership to pursue opportunities affecting Service Level goals.
• Reviews contact center trends including call volume and staff productivity.

Skills

Workforce mgmt

BPO experience

Inbound analytics

Supervisory experience

Excel

Communication

Shift flexibility

Tools

Microsoft Excel

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real Time Analysts globally. You will guide staffing decisions, coach RTAs, and implement training to maintain service levels across time zones.

You’ll analyze intra-day performance data, recommend staffing changes, and collaborate with Operations leadership to optimize incident management and trend-driven improvements. A hands-on mentor, you’ll drive accuracy and efficiency in a fast-paced contact center environment.