Workforce Supervisor India

1 week ago

Gurgaon, India Ubiquity Full time

**Real Time Workforce Management Supervisor**

The RTA Supervisor ensures that the Real Time Analysts take actions to ensure the company achieves its key performance indicators and its daily, weekly, monthly and quarterly goals. The RTA Supervisor works with the Workforce Manager and internal business leaders to determine corrective actions to mitigate events that impact performance.

**We’re made of something different.**

We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals - every person, in every role, for our company and our clients. Think you have what it takes? Join us

**Duties and Responsibilities may include but not are not limited to**:

- Supervises 20 Real time Analysts Globally
- Perform one on one coaching with the RTA's
- Train and Orient new RTA's
- Analyze intra-day staffing reports and recommends changes to staffing in order to meet service level client expectations and requirements.
- Make objective recommendations on incident management
- Coordinates with Operational leadership to advise potential opportunities that will affect the achievement of Service Level goals
- Reviews contact center trends, including call volume, call patterns, staff productivity, attrition rates.

**Requirements**:

- 3 to 5 year's experience Workforce experience in a BPO
- Inbound performance analytics experience
- At least 2 years workforce supervisory experience
- Detail oriented
- Above average verbal and written communication skills
- Flexible in working different shift schedules especially graveyard
- Willing to work in Gurgaon and/or New Delhi

**What we do.**
Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.

**We want you.**

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.

**Data Privacy Notice**.

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