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.
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)
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 ubiquitygs.com .