Supervisor, Workforce Management | Bacolod

Ubiquity; Western Visayas; On-site; PHP 446,000 - 670,000; Full time

Job summary

Ubiquity is seeking a Workforce Supervisor to ensure Real Time Analysts meet performance indicators and SLA targets. You will partner with the Workforce Manager and leaders to drive corrective actions and optimize staffing decisions.

The role involves coaching RTAs, onboarding new staff, and analyzing intra-day metrics to preserve service levels and efficiency across global operations.

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 with strong data accuracy.
• 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 RTAs.
• Train and Orient new RTAs.
• Analyze intra-day staffing reports and recommend staffing changes to meet SLAs.
• Make objective recommendations on incident management.
• Coordinate with Operations leadership to advise opportunities affecting Service Level goals.
• Review contact center trends, including call volume, patterns, productivity, and attrition.

Skills

Excel

Workforce supervision

Inbound analytics

Communication skills

Detail oriented

Flexible shifts

Tools

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 experienceHighly proficient with Microsoft Office applications (Excel spreadsheets)
• Detail oriented
• Above-average verbal and written communication skills
• Flexible in working different shift schedules, especially graveyard