WFM Supervisor: Lead Real-Time Analysts & Staffing

Ubiquity; Canlandog; In loco; PHP 446.000 - 670.000; Tempo pieno

Descrizione del lavoro

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analyst team. You will coach, orient new RTAs, and analyze intraday staffing to meet service levels. The role demands strong Excel skills and sharp communication, with flexibility for graveyard shifts in a dynamic BPO environment.

You will coordinate with leadership and drive initiatives to optimize staffing, monitor call trends, and support continuous improvement in performance and customer experience.

Competenze

• 1 to 5 years' experience in Workforce experience in a BPO
• Inbound performance analytics experience
• At least 2 years workforce supervisory experience
• Highly proficient with Microsoft Office (Excel)
• Detail oriented
• Above average verbal and written communication skills
• Flexible in working different shift schedules especially graveyard

Mansioni

• Supervises 20 Real time Analysts Global
• Perform one on one coaching with the RTA's
• Train and Orient new RTAs
• 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

Conoscenze

Excel proficiency

Verbal communication

Written communication

Coaching

Workforce analytics

Strumenti

Microsoft Excel

Descrizione del lavoro

Ubiquity is seeking a Supervisor, Workforce Management to lead a global Real Time Analyst team. You will coach, orient new RTAs, and analyze intraday staffing to meet service levels. The role demands strong Excel skills and sharp communication, with flexibility for graveyard shifts in a dynamic BPO environment.

You will coordinate with leadership and drive initiatives to optimize staffing, monitor call trends, and support continuous improvement in performance and customer experience.