Workforce Management Supervisor – Real-Time Analytics

Tap Growth ai; Quezon City; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real Time Analysts and drive staffing strategies for optimal service levels. You will coach, orient, and develop RTAs while analyzing intraday metrics to ensure SLA adherence across global operations.

The ideal candidate has 1–5 years in BPO workforce roles, strong analytics, and excellent Excel skills, paired with clear communication and flexibility for graveyard shifts.

Qualifications

• 1–5 years of workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years workforce supervisory experience.
• Proficient in Microsoft Excel.
• Detail oriented with strong verbal and written communication.

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 recommend changes to staffing to meet service level requirements.
• Make objective recommendations on incident management.
• Coordinate with Operational leadership to advise opportunities affecting Service Level goals.
• Review contact center trends, including call volume, patterns, productivity, and attrition.

Skills

Microsoft Excel

Communication

Attention to detail

Shift flexibility

Workforce management

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real Time Analysts and drive staffing strategies for optimal service levels. You will coach, orient, and develop RTAs while analyzing intraday metrics to ensure SLA adherence across global operations.

The ideal candidate has 1–5 years in BPO workforce roles, strong analytics, and excellent Excel skills, paired with clear communication and flexibility for graveyard shifts.