Lead, Workforce Management & Real-Time Analytics

Tap Growth ai; Iloilo City; On-site; PHP 500,000 - 750,000; Full time

Job summary

Ubiquity is hiring a Supervisor, Workforce Management to lead a team of 20 Real Time Analysts across global operations. You will coach, train, and orient RTA staff, analyze intra-day staffing, and drive staffing decisions to meet service levels for clients.

You’ll coordinate with leadership on incidents and opportunities, while monitoring trends in call volume and productivity. The role demands strong analytical skills, attention to detail, and excellent communication.

Qualifications

• 1 to 5 years' experience in Workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Highly proficient with Microsoft Office applications (Excel).
• 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 client expectations and requirements.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals.
• Review contact center trends, including call volume, patterns, staff productivity, and attrition.

Skills

Workforce management

Coaching

Analytical thinking

Communication skills

Scheduling

Tools

Excel

Job description

Ubiquity is hiring a Supervisor, Workforce Management to lead a team of 20 Real Time Analysts across global operations. You will coach, train, and orient RTA staff, analyze intra-day staffing, and drive staffing decisions to meet service levels for clients.

You’ll coordinate with leadership on incidents and opportunities, while monitoring trends in call volume and productivity. The role demands strong analytical skills, attention to detail, and excellent communication.