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Workforce Supervisor
2 weeks ago
Who we are & 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.
Real Time Workforce Management Supervisor
The WFM Supervisor ensures that the Real Time Analysts take actions 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 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.
Who we are looking for:
● 1 to 5 year's Workforce experience in a BPO setting.
● 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
Apply now and let's talk.
#Thrive Fearlessly
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.
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.
