Workforce Supervisor Bacolod City

2 weeks ago

Bacolod, Philippines Ubiquity 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 push ourselves, our clients, and our programs to be the best they can be. Heart because we are gracious with our time, our collaboration, and one another. 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.

Responsibilities
  • Supervises 20 Real Time Analysts Globally
  • Perform one on one coaching with the RTAs
  • Train and orient new RTAs
  • Analyze intra-day staffing reports and recommend changes to staffing in order to meet service level client expectations and requirements
  • Make objective recommendations on incident management
  • Coordinate with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
  • Review contact center trends, including call volume, call patterns, staff productivity, and attrition rates
Qualifications
  • 1 to 5 years of workforce experience in a BPO
  • Inbound performance analytics experience
  • At least 2 years workforce supervisory experience
  • Highly proficient with Microsoft Office applications (Excel)
  • Detail oriented
  • Above average verbal and written communication skills
  • Flexible in working different shift schedules, especially graveyard

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