Supervisor, Workforce Management

Ubiquity; Bacolod; On-site; PHP 670,000 - 893,000; Full time

Job summary

Ubiquity seeks a Supervisor, Workforce Management to oversee a global team of Real-time Analysts. The role focuses on coaching, training, and optimizing staffing to consistently meet service levels and client requirements. You will analyze intra-day reports and advise on staffing changes for optimal performance.

The ideal candidate has 2+ years of supervisory experience in a BPO, strong Excel skills, and excellent communication, with flexibility for graveyard shifts.

Qualifications

• 1–5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years of workforce supervisory experience.
• Proficient with Microsoft Office applications, especially Excel.
• Detail oriented with strong verbal and written communication.
• Flexible to work different shifts, including graveyard.

Responsibilities

• Supervises 20 Real-time Analysts Global.
• Conduct one-on-one coaching with RTAs.
• Train and orient new RTAs.
• Analyze intra-day staffing to meet SLAs and client requirements.
• Make recommendations on incident management and staffing opportunities.
• Coordinate with Ops leadership to achieve Service Level goals.

Skills

Workforce experience

Performance analytics

Supervisory experience

Microsoft Excel

Communication skills

Shift flexibility

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, and experience how we bring Head, Heart, and Hustle to life every day.