Supervisor, Workforce Management

Ubiquity; Taguig; On-site; PHP 600,000 - 780,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic, fast-paced environment

Job summary

Ubiquity Philippines is seeking a Supervisor, Workforce Management to lead a Real Time Analyst team and drive staffing decisions that protect service levels. You will coach RTAs, train new staff, and collaborate with operations to optimize performance in a fast-paced contact center environment.

Ideal candidates have 1–5 years in BPO workforce analytics, strong Excel skills, and excellent communication. Graveyard shifts are common; join a people-first culture that values growth and impact.

Qualifications

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

Responsibilities

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

Skills

Inbound performance analytics

Excel proficiency

Verbal communication

Written communication

Detail oriented

Shift flexibility

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. If you’re ready to make an impact and grow with us, experience how we bring Head, Heart, and Hustle to life every day.