Supervisor Workforce Management

Tap Growth ai; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real-time Analysts and drive staffing decisions that meet client service levels. You will coach, train, and orient RTAs while monitoring intra-day performance and coordinating with operations leadership.

In this role you’ll apply strong analytics, excel-based reporting, and effective communication to optimize shifts, manage incidents, and identify opportunities to improve efficiency in a fast-paced call center environment.

Qualifications

• 1 to 5 years' workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years' workforce supervisory experience.
• Proficient with Microsoft Excel.
• Detail oriented with strong communication skills.
• Flexible in working different shift schedules, especially graveyard.

Responsibilities

• Supervises 20 Real time Analysts globally.
• Coaches RTAs one-on-one.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with operations leadership to advise opportunities affecting Service Level goals.
• Reviews contact center trends like call volume, patterns, productivity, and attrition.

Skills

Workforce management

Analytical skills

Verbal communication

Written communication

Excel proficiency

Detail oriented

Tools

Excel

Job description

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.