Job Description

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 recommend changes to staffing in order 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 goal
  • Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

What We’re Looking For:

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