Supervisor, Workforce Management

Tap Growth ai; Iloilo City; On-site; PHP 500,000 - 750,000; Full time

Job summary

Ubiquity is hiring a Supervisor, Workforce Management to lead a team of 20 Real Time Analysts across global operations. You will coach, train, and orient RTA staff, analyze intra-day staffing, and drive staffing decisions to meet service levels for clients.

You’ll coordinate with leadership on incidents and opportunities, while monitoring trends in call volume and productivity. The role demands strong analytical skills, attention to detail, and excellent communication.

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 applications (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 RTA's.
• Analyze intra-day staffing reports and recommends changes to staffing to meet service level client expectations and requirements.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals.
• Review contact center trends, including call volume, patterns, staff productivity, and attrition.

Skills

Workforce management

Coaching

Analytical thinking

Communication skills

Scheduling

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.