Real Time Analyst

Ubiquity; Iloilo; On-site; PHP 223,000 - 357,000; Full time

Job summary

Ubiquity in Iloilo is seeking a Real Time Analyst to monitor and optimize daily staff resources and call handling in real time. You will track occupancy, service levels, handle time, abandon rate, and ASA while ensuring seamless operations.

You’ll communicate performance data clearly to all levels, generate Excel reports, and take corrective actions during graveyard shifts. Join a people-driven team and contribute to a fast-paced, customer-focused operation.

Qualifications

• 1–2 years of Real Time Analyst experience in a BPO environment.
• Ability to communicate call center data and performance clearly to all levels (email and verbal).
• Experience creating reports in Excel and ability to multitask.
• Willing to work graveyard shifts.

Responsibilities

• Monitor, analyze, and optimize real-time staffing and call handling metrics (occupancy, service levels, handle time, abandon rate, ASA).
• Serve as the real-time staffing contact and implement corrective actions as needed.
• Adjust staffing based on predefined alert levels to maintain service levels and occupancy.
• Provide SLA updates and necessary reporting to distribution lists.
• Document and track system outages and assess impact on the business.

Skills

Real Time Analyst

Data communication

Multi-tasking

Graveyard shift readiness

Tools

Excel

Job description

At Ubiquity, we live and breathe our mantra: Head, Heart, Hustle. This isn't just a philosophy-it's the foundation of who we are and what we do. As a Real Time Analyst, you’ll embody this mantra every day, delivering exceptional service with expertise, empathy, and a drive to succeed.

What You’ll Do:

• Responsible for monitoring, analyzing, and enhancing the utilization of daily staff resources and call handling on a real-time basis. This would include maintaining expected occupancy, service levels, handle time, abandon rate, and ASA.
• They serve as point of contact for any concerns with real-time staffing needs and make decisions for correction of any related issues.
• The Real-Time Operations Analyst will take appropriate steps to maintain optimal service levels and occupancy by adding and decreasing staff based off pre-defined alert levels.
• Provide necessary reporting including Service Level updates to appropriate distribution list
• Document and track all system outages understanding the impact the outages has on the business
  

What We’re Looking For:

• At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
• Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
• Ability to create reports in excel and able to multi task
• Willing to work on graveyard shift
  

Why Join Us?

Head

Access to career development programs that help you grow professionally and personally.

Heart

Be part of a people-first culture that values your contributions and supports your aspirations.

Hustle

Thrive in a dynamic, fast-paced environment where your hard work and dedication are celebrated.