Realtime WFM Supervisor: Lead, Coach & Optimize Staffing

Ubiquity; Cagayan de Oro; On-site; PHP 600,000 - 800,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of 20 Real Time Analysts. The role focuses on coaching, training, and guiding staffing decisions to meet service levels.

You will analyze intra-day reports, propose staffing changes, and collaborate with operations leadership on opportunities impacting SLA goals. The position requires strong Excel skills and flexible shifts, including graveyard hours.

Qualifications

• 1–5 years of workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years of workforce supervision experience
• Proficient with Microsoft Excel and other MS Office
• Detail oriented with strong communication skills
• Flexible with different shift schedules, including graveyard

Responsibilities

• Supervises 20 Real Time Analysts globally
• Coaches RTAs one-on-one
• Trains and orients new RTAs
• Analyzes intra-day staffing reports and recommends staffing changes
• Makes objective recommendations on incident management
• Coordinates with Operations leadership to pursue SLA opportunities
• Reviews contact center trends such as call volume and attrition

Skills

Inbound performance analytics

Verbal & written communication

Detail oriented

Flexibility with shifts

Tools

Microsoft Excel

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of 20 Real Time Analysts. The role focuses on coaching, training, and guiding staffing decisions to meet service levels.

You will analyze intra-day reports, propose staffing changes, and collaborate with operations leadership on opportunities impacting SLA goals. The position requires strong Excel skills and flexible shifts, including graveyard hours.