Supervisor, Workforce Management | Cagayan de Oro

Ubiquity; Misamis Oriental; On-site; PHP 480,000 - 720,000; Full time

Job summary

Ubiquity in the Philippines is hiring a Workforce Supervisor to ensure that Real Time Analysts take actions to meet KPI targets and daily, weekly, monthly, and quarterly goals. The role collaborates with the Workforce Manager and internal leaders to determine corrective actions that improve performance.

You will coach RTAs one-on-one, train and orient new staff, analyze intra-day staffing reports, and propose staffing changes to meet service levels.

Qualifications

• 1 to 5 years experience in the workforce in a BPO.
• Inbound performance analytics experience.
• Detail oriented and strong communication.
• Willing to work graveyard shifts.

Responsibilities

• Supervise 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 changes to staffing to meet service levels.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting service level goals.
• Review contact center trends, including call volume and staff productivity.

Skills

Workforce supervision

Coaching

Staffing analysis

Excel

Communication

Flexibility in shifts

Tools

Excel

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