Supervisor, Workforce Management - Staffing & Coaching

Ubiquity

Quezon City

On-site

PHP 600,000 - 900,000

Full time

8 days ago

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Job summary

Ubiquity in Metro Manila is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts, coach performance, and optimize staffing to meet service levels. You will analyze intra-day reports, recommend incident management actions, and collaborate with operations leadership.

The role requires 2+ years supervising a workforce in BPO, 1–5 years overall workforce experience, strong Excel skills, excellent verbal and written communication, and flexibility for graveyard

Qualifications

1 to 5 years of workforce experience in a BPO.
Inbound performance analytics experience.
At least 2 years workforce supervisory experience.
Proficient with Microsoft Office applications, especially Excel.
Detail oriented with strong written and verbal communication.
Willing to work graveyard shifts.

Responsibilities

Supervises 20 Real time Analysts Global
Perform one on one coaching with the RTA's
Train and Orient new RTA's
Analyze intra-day staffing reports and recommends 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 goal
Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

Skills

Workforce management

Call center analytics

Coaching

Excel

Communication skills

Job description

The role requires 2+ years supervising a workforce in BPO, 1–5 years overall workforce experience, strong Excel skills, excellent verbal and written communication, and flexibility for graveyard

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