Deskripsi Pekerjaan
Ignite Your Career as a Workforce Management Supervisor at Ubiquity!
Ubiquity, a global pioneer in the customer experience (CX) industry, is actively seeking an experienced and highly analytical Supervisor, Workforce Management to lead our dynamic WFM team in Metro Manila, Philippines. This is a unique opportunity to play a pivotal role in shaping the operational backbone of a world-class contact center environment. Your leadership will directly contribute to our mission of delivering exceptional, personalized experiences for leading global brands.
As the WFM Supervisor, you will be the strategic driver behind our workforce planning initiatives. You will take ownership of complex forecasting models, capacity planning, advanced scheduling strategies, and real-time adherence to ensure optimal staffing levels that perfectly match business demands. You will mentor and develop a team of talented analysts, fostering a culture of continuous improvement, data-driven decision making, and operational precision. Your ability to translate complex data sets into actionable insights will be crucial in helping our operations teams consistently exceed key performance indicators (KPIs) such as Service Level, Occupancy, and Adherence.
We are looking for a natural leader with a deep technical understanding of WFM principles and a passion for optimizing people, processes, and technology. You must be adept at using leading WFM software (such as NICE, Verint, IEX, or Aspect) and possess expert-level skills in Microsoft Excel and reporting tools. Beyond technical skills, we value strong interpersonal abilities, as you will work cross-functionally with Operations, Human Resources, and Client Services teams daily.
Ubiquity offers a modern, collaborative workspace in the heart of Metro Manila. We invest heavily in our talent, providing clear career development plans, competitive compensation, and a supportive culture that celebrates diversity and innovation. If you are a strategic thinker ready to lead and make a tangible impact, we invite you to apply today and start an exciting new chapter with Ubiquity!
Tanggung Jawab
- Lead, mentor, and develop a team of Workforce Management Analysts, ensuring high performance and professional growth.
- Oversee the development of accurate long-term and short-term forecasting models based on historical data and business trends.
- Manage capacity planning and the creation of optimized agent schedules to meet service level objectives while considering agent preferences and business needs.
- Direct real-time adherence monitoring, intraday management, and corrective action plans to mitigate service level risks.
- Partner with Operations leadership to analyze performance metrics and recommend strategic initiatives for continuous improvement.
- Generate comprehensive WFM reports and dashboards for senior management, providing clear visibility into operational efficiency.
- Ensure the integrity of WFM data and processes across all tools and platforms.
- Participate in strategic planning to support business growth, new client launches, and site expansion.
Kualifikasi
- Bachelor's degree in Business Administration, Mathematics, Statistics, Industrial Engineering, or a related field.
- Minimum of 3-5 years of progressive experience in Workforce Management within a contact center environment.
- At least 1-2 years of demonstrated supervisory or team lead experience in WFM.
- Expert proficiency with WFM software (e.g., NICE, Verint, Aspect, IEX) and advanced Microsoft Excel skills (pivot tables, macros, VLOOKUP).
- Strong analytical and problem-solving skills with the ability to interpret large datasets and provide actionable recommendations.
- Exceptional leadership and communication skills, with the ability to influence at all levels of the organization.
- Highly organized and able to manage multiple priorities in a fast-paced, 24/7 operational environment.
- Willingness to work a flexible schedule including nights, weekends, and holidays as required to support a global operation.