Supervisor, Workforce Management

Tap Growth ai; Cagayan de Oro; On-site; PHP 480,000 - 960,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of RTAs and drive staffing efficiency. You will coach, train, and orient new hires, analyze intra-day metrics, and collaborate with leadership to improve service levels.

The role emphasizes accuracy, timely communication, and flexibility to work graveyard shifts while maintaining a customer-centric approach.

Qualifications

• 1 to 5 years of experience in workforce management within a BPO.
• Inbound performance analytics experience.
• At least 2 years of workforce supervisory experience.
• Proficient with MS Office, especially Excel.
• Detail oriented with strong written and verbal communication.
• Flexible with graveyard shift schedules.

Responsibilities

• Supervises 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 service levels.
• Makes objective recommendations on incident management.
• Coordinates with operations leadership to identify opportunities affecting service levels.
• Reviews contact center trends such as call volume, patterns, productivity, and attrition.

Skills

Workforce management

Communication

Detail oriented

Shift flexibility

Excel

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.