Supervisor, Workforce Management | Manila

Ubiquity; Metro Manila; On-site; PHP 520,000 - 780,000; Full time

Job summary

Ubiquity is seeking a Workforce Supervisor to lead Global Real Time Analysts and collaborate with the Workforce Manager to meet KPI targets and service levels. The role includes coaching, onboarding RTAs, and analyzing intra-day staffing to drive optimal performance.

The ideal candidate has 2+ years in workforce supervision within a BPO, strong Excel skills, and the ability to adapt to graveyard shifts while maintaining clear communication across teams.

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 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.

Skills

Workforce supervision

BPO experience

Analytical skills

Excel proficiency

Communication skills

Tools

MS 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