Workforce Management Supervisor — Real-Time Optimization

Ubiquity; Taguig; On-site; PHP 600,000 - 780,000; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic, fast-paced environment

Job summary

Ubiquity Philippines is seeking a Supervisor, Workforce Management to lead a Real Time Analyst team and drive staffing decisions that protect service levels. You will coach RTAs, train new staff, and collaborate with operations to optimize performance in a fast-paced contact center environment.

Ideal candidates have 1–5 years in BPO workforce analytics, strong Excel skills, and excellent communication. Graveyard shifts are common; join a people-first culture that values growth and impact.

Qualifications

• 1 to 5 years' experience in workforce analytics within a BPO.
• Inbound performance analytics experience.
• At least 2 years of workforce supervisory experience.
• Highly proficient with Microsoft Office applications (Excel).
• Detail oriented with strong verbal and written communication skills.
• Flexible with different shift schedules, especially graveyard.

Responsibilities

• Supervises a team of 20 Real Time Analysts globally.
• Performs one-on-one coaching with RTAs.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends changes to staffing to meet SLAs.
• 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, and productivity.

Skills

Inbound performance analytics

Excel proficiency

Verbal communication

Written communication

Detail oriented

Shift flexibility

Tools

Excel

Job description

Ubiquity Philippines is seeking a Supervisor, Workforce Management to lead a Real Time Analyst team and drive staffing decisions that protect service levels. You will coach RTAs, train new staff, and collaborate with operations to optimize performance in a fast-paced contact center environment.

Ideal candidates have 1–5 years in BPO workforce analytics, strong Excel skills, and excellent communication. Graveyard shifts are common; join a people-first culture that values growth and impact.