Supervisor, Workforce Management

Ubiquity; Bacolod; On-site; PHP 446,400 - 781,200; Full time

Job summary

Ubiquity in the Philippines is seeking a Supervisor, Workforce Management to lead Real Time Analysts, coach and orient new RTAs, and drive staffing decisions to meet service levels.

You will analyze intraday staffing, coordinate with operations, and review trends to optimize performance. The role requires 1–5 years in workforce in a BPO, strong Excel skills, and flexible shifts including graveyard.

Join a people-centric culture and grow your career with Ubiquity.

Qualifications

• 1 to 5 year's experience Workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years workforce supervisory experience
• Highly proficient with Microsoft office applications (excel spreadsheets)
• 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
• Make objective recommendations on incident management
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals
• Review contact center trends and staff productivity

Skills

Supervisory experience

Verbal communication

Written communication

Detail oriented

Microsoft Excel

Tools

Microsoft Excel

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Supervisor, Workforce Management, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA'
• Train and Orient new RTA's
• Analyze intra-day staffing reports and recommends 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 goal
• Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

What We’re Looking For:

1 to 5 year's experience Workforce experience in a BPO

Inbound performance analytics experience

At least 2 years workforce supervisory experience

Highly proficient with Microsoft office applications (excel spreadsheets)

Detail oriented

Above average verbal and written communication skills

Flexible in working different shift schedules especially graveyard

Why Join Us?

Head : Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle : Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we’re more than a workplace—we’re a community that’s invested in your success. If you’re ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!