Supervisor Workforce Management

Tap Growth ai; Cagayan de Oro; On-site; PHP 420,000 - 660,000; Full time

Job summary

Ubiquity in the Philippines is seeking a Supervisor, Workforce Management who leads a team of Real Time Analysts, delivering service with expertise, empathy, and a drive to succeed.

The role focuses on coaching, training, and optimizing staffing against service level goals, with a fast-paced, people-first culture.

Qualifications

• 1–5 years of workforce analytics experience in a BPO.
• At least 2 years of workforce supervisory experience.
• Proficient in Microsoft Excel.
• Strong verbal and written communication skills.
• Willing to work different shifts, including graveyard.

Responsibilities

• Supervises 20 Real Time Analysts globally.
• Conducts one-on-one coaching with RTAs.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends changes to meet SLAs.
• Provides objective recommendations on incident management.
• Coordinates with Ops leadership to identify staffing opportunities affecting service goals.
• Reviews trends in call volume, patterns, productivity, and attrition.

Skills

Workforce analytics

Supervisory experience

Inbound performance analytics

Excel proficiency

Verbal and written communication

Tools

Excel spreadsheets

Job description

Job Description:

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it is 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.