Real Time Analyst

Ubiquity Global Services, Inc.; Iloilo City; On-site; PHP 1,223,990 - 1,835,985; Full time

Benefits offered by this job

Career development programs

People-first culture

Job summary

Ubiquity Global Services, Inc. is seeking a Real Time Analyst to monitor and enhance call center operations in Iloilo City. The role emphasizes optimizing staff resources and ensuring service levels are maintained in a dynamic environment.

Applicants should have 1 to 2 years of relevant experience in the BPO industry, effective communication skills, and be willing to work graveyard shifts. The company offers career development programs and a supportive culture.

Qualifications

• 1 to 2 years of experience as a Real Time Analyst in the BPO industry.
• Ability to communicate data and performance to all employee levels effectively.
• Willingness to work graveyard shifts.

Responsibilities

• Monitor and analyze daily staff resources and call handling in real time.
• Serve as point of contact for staffing concerns and issue corrections.
• Maintain optimal service levels by adjusting staff based on alerts.
• Provide reporting including Service Level updates.
• Document and track system outages and their business impact.

Skills

Communication of call center data

Excel report creation

Multi-tasking

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.