Workforce Supervisor

5 days ago

Bacolod, Philippines Ubiquity Global Services, Inc. Full time

Overview

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.

The Responsibilities
  • Supervises 20 Real time Analysts Globally
  • Perform one on one coaching with the RTA's
  • Train and Orient new RTA's
  • Analyze intra-day staffing reports and recommends changes to staffing in order 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, attrition rates.
Knowledge, Skill Set & Qualifications Required (External)
  • 1 to 5 year's experience Workforce experience in a BPO
  • Inbound performance analytics experience
  • At least 2 years 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
What 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.

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