Supervisor, Workforce Management

Philippines
Full Time
Manager/Supervisor
At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn’t just a philosophy—it’s the foundation of who we are and what we do. As a Customer Service Representative, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

The Responsibilities:
  • Supervises, trains, and orients Real-time Analysts globally
  • Perform one-on-one coaching with the RTA
  • Analyze intra-day staffing reports and recommend changes to staffing to meet service level, client expectations, and requirements.
  • Make objective recommendations on incident management
  • Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
  • Reviews contact center trends, including call volume, call patterns, staff productivity, and attrition rates.
Knowledge, Skill Set & Qualifications Required (External)
  • 1 to 5 years of Workforce experience in a BPO
  • Inbound performance analytics experience
  • At least 2 years of workforce supervisory experience
  • Highly proficient with Microsoft Office applications (Excel spreadsheets)
  • Detail-oriented
  • Above-average verbal and written communication skills
  • Flexible in working different shift schedules, especially graveyard
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