Supervisor, Workforce Management

Ubiquity; Iloilo City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You’ll coach, train, and optimize staffing to meet service levels with empathy and precision.

You’ll analyze intra-day performance, coordinate with operations leaders, and drive opportunities to improve SLA adherence. Excellent Excel and strong communication are essential for success in a fast-paced BPO environment in the Philippines.

Qualifications

• 1–5 years of workforce management experience in a BPO.
• Experience supervising a real-time analytics team.
• Proficient in Excel and MS Office.
• Strong verbal and written communication skills.
• Willingness to work graveyard shifts.

Responsibilities

• Supervise 20 Real Time Analysts globally.
• Conduct one-on-one coaching with RTAs.
• Train and orient new RTAs.
• Analyze intra-day staffing reports and adjust staffing to meet service levels.
• Advise on incident management and opportunities impacting SLA.
• Review contact center trends (volume, patterns, productivity, attrition).

Skills

Excel

Attention to detail

Verbal communication

Written communication

MS Office

Shift flexibility

Coaching

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.