Supervisor, Workforce Management

Ubiquity; Cagayan de Oro; On-site; PHP 600,000 - 840,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Supervisor, Workforce Management to lead a team of 20 Real Time Analysts, coach and orient new RTAs, and analyze staffing to meet service levels.

The role requires 1–5 years of BPO workforce experience, inbound analytics, two+ years supervisory experience, strong Excel skills, and excellent communication. Graveyard shifts may be required.

Join a people-first culture that values growth, collaboration, and delivering exceptional service.

Qualifications

• 1 to 5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years of workforce supervisory experience.
• Highly proficient with Microsoft Excel.
• Detail oriented.
• Above-average verbal and written communication skills.
• Flexible with shift schedules, especially graveyard shifts.

Responsibilities

• Supervise 20 real-time analysts globally.
• Provide one-on-one coaching to RTAs.
• Train and orient new RTAs.
• Analyze intra-day staffing to meet service levels and client requirements.
• Make objective incident-management recommendations.
• Coordinate with operations leadership on opportunities affecting SLAs.
• Review contact center trends: call volume, patterns, productivity, attrition.

Skills

BPO experience

Inbound performance analytics

Verbal and written communication

Detail oriented

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