Supervisor, Workforce Management

Tap Growth ai; Bacolod; On-site; PHP 390,600 - 781,200; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real Time Analysts globally. You will guide staffing decisions, coach RTAs, and implement training to maintain service levels across time zones.

You’ll analyze intra-day performance data, recommend staffing changes, and collaborate with Operations leadership to optimize incident management and trend-driven improvements. A hands-on mentor, you’ll drive accuracy and efficiency in a fast-paced contact center environment.

Qualifications

• 1–5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Proficiency with Microsoft Excel.
• Detail oriented with strong communication skills.

Responsibilities

• Oversees 20 Real Time Analysts globally.
• Coaches RTAs on a one-to-one basis.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with Operations leadership to pursue opportunities affecting Service Level goals.
• Reviews contact center trends including call volume and staff productivity.

Skills

Workforce mgmt

BPO experience

Inbound analytics

Supervisory experience

Excel

Communication

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

Apply today and start your journey with Ubiquity!