Real-Time Workforce Supervisor — Coaching & Analytics

Ubiquity; Iloilo City; On-site; PHP 420,000 - 720,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analysis team and drive staffing decisions to meet service levels. You will coach, train, and orient RTAs while analyzing intra-day performance data and collaborating with operations leaders.

The role requires 1–5 years in BPO workforce experience, 2+ years in supervision, strong Excel skills, and exceptional communication. Flexibility for graveyard shifts is essential.

Qualifications

• 1 to 5 years' experience in Workforce 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 globally.
• Performs one-on-one coaching with the RTAs.
• Trains and orients new RTAs.
• Analyses intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with Operational leadership on opportunities affecting Service Level goals.
• Reviews contact center trends including call volume, patterns, and staff productivity.

Skills

Workforce analytics

Supervisory experience

Excel

Attention to detail

Communication skills

Shift flexibility

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analysis team and drive staffing decisions to meet service levels. You will coach, train, and orient RTAs while analyzing intra-day performance data and collaborating with operations leaders.

The role requires 1–5 years in BPO workforce experience, 2+ years in supervision, strong Excel skills, and exceptional communication. Flexibility for graveyard shifts is essential.