Supervisor, Workforce Management

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:

• Supervise 20 Real-Time Analysts globally
• Perform one-on-one coaching with the RTAs
• Train and orient new RTAs
• Analyze intra-day staffing reports and recommend changes to staffing to meet service-level client expectations and requirements
• Make objective recommendations on incident management
• Coordinate with operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
• Review contact center trends, including call volume, call patterns, staff productivity, and attrition rates

What ...