Deskripsi Pekerjaan
Are you a data-driven leader with a passion for operational excellence? Ubiquity is looking for a dynamic Supervisor, Workforce Management to join our high-performing team in Biñan, Laguna. As a key member of our operations support group, you will play a pivotal role in driving performance through strategic scheduling, real-time management, and actionable data insights.
At Ubiquity, we believe in empowering our leaders to innovate and improve the customer experience. In this role, you will lead a team of analysts and coordinators, ensuring that our staffing levels perfectly align with client demands while optimizing efficiency across our contact center operations. If you thrive in a fast-paced environment and have a knack for turning complex workforce data into simplified business solutions, we want to hear from you. Join us at our Southwoods location and take the next step in your management career with a global industry leader.
Tanggung Jawab
- Lead and mentor a team of WFM analysts to ensure accurate forecasting and scheduling.
- Oversee real-time management (RTM) to ensure service levels and occupancy targets are met consistently.
- Analyze historical trends and seasonal spikes to create highly accurate staffing forecasts.
- Collaborate with Operations Managers to provide actionable insights on performance metrics and attendance patterns.
- Manage shrinkage, absenteeism, and attrition reporting to mitigate operational risks.
- Implement workforce management best practices to streamline processes and reduce overhead costs.
- Serve as a primary point of contact for stakeholders regarding capacity planning and resource allocation.
Kualifikasi
- At least 2-3 years of experience in a Workforce Management Supervisory role within a BPO/Contact Center environment.
- Strong proficiency in WFM software (e.g., NICE IEX, Verint, Aspect, or Genesys).
- Advanced Excel skills, including proficiency in macros, VLOOKUPs, and pivot tables.
- Solid understanding of Erlang C calculations and multi-skill forecasting methodologies.
- Proven ability to analyze complex data sets and present findings to senior leadership.
- Exceptional leadership, communication, and interpersonal skills.
- Willingness to work in a flexible shift environment at our Southwoods, Biñan site.