Real-Time Workforce Supervisor

Ubiquity

Laguna

On-site

PHP 480,000 - 640,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Ubiquity in the Philippines is seeking a Workforce Supervisor to ensure Real Time Analysts meet KPI targets and service level goals. The role collaborates with the Workforce Manager and business leaders to determine corrective actions during incidents.

You will supervise 20 RTAs globally, conduct one-on-one coaching, train new hires, and analyze intraday staffing to optimize performance. Proficiency in Excel and strong written and verbal communication are essential, with flexibility for

Qualifications

1 to 5 years experience in the workforce in a BPO.
Inbound performance analytics experience.
At least 2 years of workforce supervisory experience.
Proficient with Microsoft Excel.
Detail oriented.
Strong verbal and written 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 in order to meet service level client expectations and requirements.
Make objective recommendations on incident management.
Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals.
Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.