Supervisor, Workforce Management

Ubiquity; Iloilo City; Presencial; PHP 420.000 - 720.000; Jornada completa

Descripción de la vacante

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analysis team and drive staffing decisions to meet service levels. You will coach, train, and orient RTAs while analyzing intra-day performance data and collaborating with operations leaders.

The role requires 1–5 years in BPO workforce experience, 2+ years in supervision, strong Excel skills, and exceptional communication. Flexibility for graveyard shifts is essential.

Formación

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

Responsabilidades

• Supervises 20 Real Time Analysts globally.
• Performs one-on-one coaching with the RTAs.
• Trains and orients new RTAs.
• Analyses intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with Operational leadership on opportunities affecting Service Level goals.
• Reviews contact center trends including call volume, patterns, and staff productivity.

Conocimientos

Workforce analytics

Supervisory experience

Excel

Attention to detail

Communication skills

Shift flexibility

Descripción del empleo

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.