Supervisor, Workforce Management | Cagayan de Oro

Ubiquity; Philippines; On-site; PHP 558,000 - 893,000; Full time

Job summary

Ubiquity seeks a Workforce Supervisor to ensure Real Time Analysts take actions to meet key performance indicators and goals across daily, weekly, monthly, and quarterly targets. The role collaborates with the Workforce Manager and business leaders to drive corrective actions that mitigate performance events.

The candidate will supervise 20 RTAs globally, coach individuals, train new staff, and analyze intra-day staffing reports to optimize coverage and service levels.

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 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.
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals.
• Reviews contact center trends, including call volume and staff productivity.

Skills

Verbal communication

Written communication

Detail oriented

Coaching

Flexible schedules

Team leadership

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