Workforce Management Supervisor: Lead Real-Time Analysts

Ubiquity; Manila; On-site; PHP 520,000 - 660,000; Full time

Job summary

Ubiquity in Manila, Philippines, is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts and optimize staffing to meet service levels.

You will coach RTAs, train new hires, and analyze intra-day reports to drive staffing decisions. The role requires 2+ years of supervisory experience in a BPO, strong Excel skills, attention to detail, and flexibility for graveyard shifts.

Qualifications

• 1 to 5 years' experience in Workforce analytics in a BPO.
• At least 2 years' workforce supervisory experience.
• Proficient with Microsoft Office applications, especially Excel.
• Detail oriented.
• Strong written and verbal communication skills.
• Flexible to work graveyard shifts.

Responsibilities

• Supervises 20 Real-time Analysts globally.
• Performs one-on-one coaching with RTAs.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet service level goals.
• Makes objective recommendations on incident management.
• Coordinates with operational leadership to identify opportunities affecting service level goals.
• Reviews contact center trends including call volume, patterns, staff productivity, and attrition.

Skills

Workforce analytics

Workforce supervision

Verbal & written communication

Attention to detail

Flexible shifts

BPO experience

Tools

Microsoft Excel

Job description

Ubiquity in Manila, Philippines, is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts and optimize staffing to meet service levels.

You will coach RTAs, train new hires, and analyze intra-day reports to drive staffing decisions. The role requires 2+ years of supervisory experience in a BPO, strong Excel skills, attention to detail, and flexibility for graveyard shifts.