Supervisor, Workforce Management

Ubiquity; Canlandog; On-site; PHP 446,000 - 670,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analyst team. You will coach, orient new RTAs, and analyze intraday staffing to meet service levels. The role demands strong Excel skills and sharp communication, with flexibility for graveyard shifts in a dynamic BPO environment.

You will coordinate with leadership and drive initiatives to optimize staffing, monitor call trends, and support continuous improvement in performance and customer experience.

Qualifications

• 1 to 5 years' experience in Workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years workforce supervisory experience
• Highly proficient with Microsoft Office (Excel)
• Detail oriented
• Above average verbal and written communication skills
• Flexible in working different shift schedules especially graveyard

Responsibilities

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA's
• Train and Orient new RTAs
• 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

Skills

Excel proficiency

Verbal communication

Written communication

Coaching

Workforce analytics

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.