Supervisor, Workforce Management | Bacolod

Ubiquity; Murcia; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ubiquity is seeking a Workforce Supervisor to lead a global team of Real Time Analysts and partner with the Workforce Manager to ensure KPI achievement and SLA adherence.

You will coach, onboard RTAs, and analyze intra-day staffing to optimize staffing levels and incident responses. Strong communication and Excel proficiency are essential for success.

Qualifications

• 1 to 5 years experience in the workforce in a BPO.
• Inbound performance analytics experience.
• At least 2 years of 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.

Responsibilities

• Supervises 20 Real time Analysts Globally.
• Perform one-on-one coaching with the RTA's.
• Train and Orient new RTAs.
• Analyze intra-day staffing reports and recommend changes to staffing to meet service level expectations.
• Make objective recommendations on incident management.
• Coordinates with Operational leadership to advise potential opportunities that will affect Service Level goals.
• Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.

Tools

Excel

Microsoft Office

Job description

We're hiring.

TheWorkforce Supervisorensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly, and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.

The Responsibilities:

• Supervises 20 Real time Analysts Globally

• Perform one-on-one coaching with the RTA's

• Train and Orient new RTAs

• Analyze intra-day staffing reports and recommend 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 goals

• Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.

Knowledge, Skill Set & Qualifications Required

• 1 to 5 years experience in the workforce in a BPO

• Inbound performance analytics experience

• At least 2 years of 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