Supervisor, Workforce Management - Real-Time Staffing Coach

Ubiquity; Iloilo City; On-site; PHP 420,000 - 620,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You’ll coach, train, and optimize staffing to meet service levels with empathy and precision.

You’ll analyze intra-day performance, coordinate with operations leaders, and drive opportunities to improve SLA adherence. Excellent Excel and strong communication are essential for success in a fast-paced BPO environment in the Philippines.

Qualifications

• 1–5 years of workforce management experience in a BPO.
• Experience supervising a real-time analytics team.
• Proficient in Excel and MS Office.
• Strong verbal and written communication skills.
• Willingness to work graveyard shifts.

Responsibilities

• Supervise 20 Real Time Analysts globally.
• Conduct one-on-one coaching with RTAs.
• Train and orient new RTAs.
• Analyze intra-day staffing reports and adjust staffing to meet service levels.
• Advise on incident management and opportunities impacting SLA.
• Review contact center trends (volume, patterns, productivity, attrition).

Skills

Excel

Attention to detail

Verbal communication

Written communication

MS Office

Shift flexibility

Coaching

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You’ll coach, train, and optimize staffing to meet service levels with empathy and precision.

You’ll analyze intra-day performance, coordinate with operations leaders, and drive opportunities to improve SLA adherence. Excellent Excel and strong communication are essential for success in a fast-paced BPO environment in the Philippines.