Workforce Optimization Supervisor - Real-Time Analytics

Tap Growth ai; Quezon City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real-time Analysts and drive staffing decisions that meet client service levels. You will coach, train, and orient RTAs while monitoring intra-day performance and coordinating with operations leadership.

In this role you’ll apply strong analytics, excel-based reporting, and effective communication to optimize shifts, manage incidents, and identify opportunities to improve efficiency in a fast-paced call center environment.

Qualifications

• 1 to 5 years' workforce experience in a BPO.
• Inbound performance analytics experience.
• At least 2 years' workforce supervisory experience.
• Proficient with Microsoft Excel.
• Detail oriented with strong communication skills.
• Flexible in working different shift schedules, especially graveyard.

Responsibilities

• Supervises 20 Real time Analysts globally.
• Coaches RTAs one-on-one.
• Trains and orients new RTAs.
• Analyzes intra-day staffing reports and recommends staffing changes to meet SLAs.
• Makes objective recommendations on incident management.
• Coordinates with operations leadership to advise opportunities affecting Service Level goals.
• Reviews contact center trends like call volume, patterns, productivity, and attrition.

Skills

Workforce management

Analytical skills

Verbal communication

Written communication

Excel proficiency

Detail oriented

Tools

Excel

Job description

Ubiquity is seeking a Supervisor, Workforce Management to lead a team of Real-time Analysts and drive staffing decisions that meet client service levels. You will coach, train, and orient RTAs while monitoring intra-day performance and coordinating with operations leadership.

In this role you’ll apply strong analytics, excel-based reporting, and effective communication to optimize shifts, manage incidents, and identify opportunities to improve efficiency in a fast-paced call center environment.