Lead, Workforce Management

Ubiquity; Bacolod; On-site; PHP 446,400 - 781,200; Full time

Job summary

Ubiquity in the Philippines is seeking a Supervisor, Workforce Management to lead Real Time Analysts, coach and orient new RTAs, and drive staffing decisions to meet service levels.

You will analyze intraday staffing, coordinate with operations, and review trends to optimize performance. The role requires 1–5 years in workforce in a BPO, strong Excel skills, and flexible shifts including graveyard.

Join a people-centric culture and grow your career with Ubiquity.

Qualifications

• 1 to 5 year's experience Workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years workforce supervisory experience
• Highly proficient with Microsoft office applications (excel spreadsheets)
• Detail oriented
• Above average verbal and written communication skills
• Flexible in working different shift schedules especially graveyard

Responsibilities

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA's
• Train and Orient new RTA's
• Analyze intra-day staffing reports and recommends changes to staffing to meet service level
• Make objective recommendations on incident management
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals
• Review contact center trends and staff productivity

Skills

Supervisory experience

Verbal communication

Written communication

Detail oriented

Microsoft Excel

Tools

Microsoft Excel

Job description

Ubiquity in the Philippines is seeking a Supervisor, Workforce Management to lead Real Time Analysts, coach and orient new RTAs, and drive staffing decisions to meet service levels.

You will analyze intraday staffing, coordinate with operations, and review trends to optimize performance. The role requires 1–5 years in workforce in a BPO, strong Excel skills, and flexible shifts including graveyard.

Join a people-centric culture and grow your career with Ubiquity.