Supervisor, Workforce Management

Tap Growth ai; Canlandog; On-site; PHP 446,000 - 781,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You will coach staff, train new RTAs, and analyze intra-day staffing to align with client service levels.

You will collaborate with operations leaders to identify opportunities, review trends, and drive incident management decisions. The role requires strong Excel skills, attention to detail, and flexibility for graveyard shifts.

Qualifications

• 1–5 years of workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years of workforce supervisory experience
• Proficient in Microsoft Excel

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 staffing changes to meet service level requirements
• Makes objective recommendations on incident management
• Coordinates with Operational leadership to advise opportunities affecting service level goals
• Reviews contact center trends including call volume, patterns, staff productivity, and attrition

Skills

Workforce management

Performance analytics

Supervisory experience

Communication skills

Tools

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.