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Ubiquity Global Services, Inc.Dagupan, Pangasinan, Philippines
Posted October 23, 2025
Full Time
About the Company
Ubiquity Global Services, Inc., headquartered in New York City with global delivery locations, is a leading CX provider for financial services, healthcare, and e-commerce. The company offers comprehensive solutions including business process outsourcing, customer relationship management, contact center services, compliance management, identity verification, fraud detection, business process automation, transcription, and Medicare & Medicaid managed healthcare solutions. Distinctively, Ubiquity focuses on delivering multilingual, end-to-end services that enhance client and customer experiences across diverse industries.
Job Description
Ubiquity is hiring a Workforce Supervisor to ensure key performance indicators are met and daily/weekly/monthly/quarterly goals are achieved. This role involves supervising Real Time Analysts, coaching them on performance, analyzing staffing reports, and making recommendations to enhance service levels. The supervisor will work closely with business leaders to determine corrective actions.
Requirements
- Supervises 20 Real Time Analysts Globally
- Perform one-on-one coaching with the RTAs
- Train and Orient new RTAs
- Analyze intra-day staffing reports and recommend changes to staffing
- Review contact center trends and make recommendations on staffing
- Coordinates with Operational leadership to advise potential opportunities
- Review contact center trends and make recommendations on staffing
- Flexible in working different shift schedules