Supervisor, Workforce Management

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

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.