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 Customer Service Representative, you'll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

The Responsibilities :

Supervises, trains, and orients Real-time Analysts globally

Perform one-on-one coaching with the RTA

Analyze intra-day staffing reports and recommend changes to staffing 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, and attrition rates.

Knowledge, Skill Set & Qualifications Required (External)

1 to 5 years of Workforce experience in a BPO

Inbound performance analytics experience

At least 2 years of 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