Deskripsi Pekerjaan
Join Ubiquity's dynamic team as a Workforce Management Supervisor in Cagayan de Oro! We're seeking a strategic leader to optimize operational efficiency and drive exceptional customer service. In this pivotal role, you'll be responsible for forecasting staffing needs, managing schedules, and ensuring our contact center meets key performance indicators. You'll collaborate with cross-functional teams to implement process improvements while fostering a high-performance culture. Ubiquity offers competitive compensation, comprehensive benefits, and opportunities for professional growth in a supportive environment. If you're passionate about workforce optimization and team leadership, apply today to start your career journey with us!
Tanggung Jawab
- Develop and implement workforce schedules to align with service level agreements and business objectives
- Monitor real-time contact center metrics (AHT, FCR, occupancy) and make data-driven adjustments
- Coach and mentor team members to enhance performance and career development
- Analyze historical trends to forecast staffing requirements accurately
- Manage adherence to schedules and handle escalations proactively
- Collaborate with HR on recruitment, training, and retention initiatives
- Generate performance reports and present insights to senior leadership
Kualifikasi
- Bachelor's degree in Business, Operations Management, or related field
- Minimum 3 years of workforce management or contact center supervision experience
- Proficiency in WFM tools (e.g., Calabrio, NICE IEX, Verint)
- Advanced Excel skills and data analysis capabilities
- Strong leadership and conflict resolution abilities
- Experience with quality assurance programs and coaching methodologies
- Knowledge of Philippine labor regulations and HR best practices