Supervisor, Workforce Management

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy—it's the foundation of who we are and what we do. As a Supervisor, Workforce Management, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You'll Do:

• Supervises 20 Real time Analysts Global
  
  

• Perform one on one coaching with the RTA
  
  

• 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 goal
  
  

• Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.
  
  

What We're Looking For:

• 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
  
  

Why Join Us

Head: Access to career development programs that help you grow professionally and personally.

Heart: Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle: Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.

At Ubiquity, we're more than a workplace—we're a community that's invested in your success. If you're ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!