Real-Time Workforce Management Supervisor

Ubiquity; Quezon City; On-site; PHP 469,000 - 725,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real-time Analysts globally. You will coach RTAs, train new hires, and analyze intraday staffing to optimize service levels. The role requires strong Excel skills, and the ability to work flexible shifts in a dynamic BPO environment.

You will collaborate with operational leadership to drive staffing efficiencies and improve performance metrics, while maintaining clear communication within the team.

Qualifications

• 1 to 5 years' workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Highly proficient with Microsoft Office (Excel).
• Detail oriented with strong communication skills.

Responsibilities

• Supervises 20 Real-time Analysts globally.
• Provides one-on-one coaching with RTAs.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet service level goals.
• Reviews contact center trends including call volume, patterns, and staff productivity.

Skills

Excel

Microsoft Office

Detail oriented

Verbal communication

Written communication

Flexible shifts

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real-time Analysts globally. You will coach RTAs, train new hires, and analyze intraday staffing to optimize service levels. The role requires strong Excel skills, and the ability to work flexible shifts in a dynamic BPO environment.

You will collaborate with operational leadership to drive staffing efficiencies and improve performance metrics, while maintaining clear communication within the team.