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:Job Description:Responsible for development and supervision of activities of resources related to Scheduling, Real Time Management, administer hiring, discipline, rewards, and performance management.Responsible for the day to day Real Time Management and Scheduling operations.Owns scheduling cycle and timelines from construction of initial schedule bids to performing the weekly adjustmentsSupervise the team members to produce various schedule scenarios to arrive at the optimum operational coverage, lowest cost, and highest quality of schedulesAnalyze and forecast call volume, handle time, headcount, attrition, PTO, sick trends, and other planning assumptionsAnalyze the time off process for the call center agents and determine PTO allotments.Coordinates 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.Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.Qualifications:At least 2 years experience handling WFM functions – Reports Management, Real Time Analysis, Scheduling and PlanningWith Experience working in a BPO EnvironmentHas experience with People Management and have supervised a teamShould be knowledgeable on various WFM toolsHighly Analytical and should have excellent knowledge on Microsoft ExcelHas the Ability to multitask and Flexible to cope up in a fast paced environmentMust be amenable to work on Shifting SchedulesWhat 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.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.