Workforce Supervisor
Ubiquity Global Services
Taguig, Metro Manila, Philippines
4d ago

POSITION TITLE : Real Time Workforce Management Supervisor

Site : Manila Office

The RTA 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.
  • Requirements :

  • 3 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
  • Willing to work in Taguig
  • For Interested Applicants, you may send your Resumes to CorporateRecruitment .

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