Workforce Management Supervisor — Real-Time Coaching

Tap Growth ai; Canlandog; On-site; PHP 446,000 - 781,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You will coach staff, train new RTAs, and analyze intra-day staffing to align with client service levels.

You will collaborate with operations leaders to identify opportunities, review trends, and drive incident management decisions. The role requires strong Excel skills, attention to detail, and 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 in Microsoft Excel

Responsibilities

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

Skills

Workforce management

Performance analytics

Supervisory experience

Communication skills

Tools

Excel

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a global team of Real Time Analysts. You will coach staff, train new RTAs, and analyze intra-day staffing to align with client service levels.

You will collaborate with operations leaders to identify opportunities, review trends, and drive incident management decisions. The role requires strong Excel skills, attention to detail, and flexibility for graveyard shifts.