Supervisor, Workforce Management

Let's tomorrow, together.At Ubiquity, we live by the mantra head, heart, and hustle. Head because we use our collective industry know-how to always push ourselves, our clients, and our programs to be the best they can be. Heart because we are always gracious with our time, our collaboration, and with one another. And Hustle because we have grit, tenacity, perseverance, and a proven track record of meeting and exceeding goals—every person, in every role, for our company and our clients.Sound like the right fit? Your tomorrow looks bright at Ubiquity.Your Role:Supervisor, Workforce Management The Supervisor ensures that the Real Time Analysts take action to ensure the company achieves its key performance indicators and its daily, weekly, monthly, and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.Duties and Responsibilities may include but not are not limited to:Supervises 20 Real time Analysts GloballyPerform one on one coaching with the RTA'sTrain and Orient new RTA'sAnalyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.Make objective recommendations on incident managementCoordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goalsReviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.Requirements:1 to 5 years experience Workforce experience in a BPOInbound performance analytics experienceAt least 2 years workforce supervisory experienceHighly proficient with Microsoft office applications (excel spreadsheets)Detail orientedAbove average verbal and written communication skillsFlexible in working different shift schedules especially graveyardWilling to work in BacolodWhat we do.Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office/risk operations, and business transformation, and is proudly certified as a Great Place to Work®.Come as U are, because U Matter at Ubiquity.We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone can contribute their ideas and feels free to be their most authentic self.