Workforce Management Lead: Real-Time Ops & Coaching

Ubiquity; Bacolod; On-site; PHP 670,000 - 893,000; Full time

Job summary

Ubiquity seeks a Supervisor, Workforce Management to oversee a global team of Real-time Analysts. The role focuses on coaching, training, and optimizing staffing to consistently meet service levels and client requirements. You will analyze intra-day reports and advise on staffing changes for optimal performance.

The ideal candidate has 2+ years of supervisory experience in a BPO, strong Excel skills, and excellent communication, with flexibility for graveyard shifts.

Qualifications

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

Responsibilities

• Supervises 20 Real-time Analysts Global.
• Conduct one-on-one coaching with RTAs.
• Train and orient new RTAs.
• Analyze intra-day staffing to meet SLAs and client requirements.
• Make recommendations on incident management and staffing opportunities.
• Coordinate with Ops leadership to achieve Service Level goals.

Skills

Workforce experience

Performance analytics

Supervisory experience

Microsoft Excel

Communication skills

Shift flexibility

Tools

Microsoft Excel

Job description

Ubiquity seeks a Supervisor, Workforce Management to oversee a global team of Real-time Analysts. The role focuses on coaching, training, and optimizing staffing to consistently meet service levels and client requirements. You will analyze intra-day reports and advise on staffing changes for optimal performance.

The ideal candidate has 2+ years of supervisory experience in a BPO, strong Excel skills, and excellent communication, with flexibility for graveyard shifts.