Supervisor, Workforce Management

Tap Growth ai; Taguig; Presencial; PHP 420.000 - 660.000; Jornada completa

Descripción de la vacante

Ubiquity in Metro Manila seeks a Supervisor, Workforce Management to oversee a global Real Time Analyst team, coach on performance, and orient new RTAs. You will drive intra-day staffing decisions to meet service levels and coordinate with leadership on opportunities to improve operations.

The role requires strong Excel skills, clear communication, and flexibility for night shifts in a fast-paced BPO environment, with a focus on process discipline and data-driven decisions.

Formación

• 1 to 5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Proficient with Microsoft Office applications (Excel).

Responsabilidades

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA
• Train and Orient new RTAs
• Analyze intra-day staffing reports and recommends changes to staffing to meet service level expectations
• Make objective recommendations on incident management
• Coordinate with Operational leadership to identify opportunities affecting Service Level goals
• Review contact center trends including call volume, patterns, productivity, and attrition rates

Conocimientos

Workforce management

Coaching

Communication skills

Attention to detail

Shift flexibility

Herramientas

Excel

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, and experience how we bring Head, Heart, and Hustle to life every day.