Real Time Analyst

Ubiquity; Iloilo City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Ubiquity is seeking a Real Time Analyst to monitor staffing and call handling in real time, ensuring optimal occupancy and service levels. You will analyze performance metrics, generate Excel reports, and collaborate with teams to address issues as they arise.

The ideal candidate has 1–2 years of Real Time Analyst experience in a BPO setting, strong data communication skills, and the ability to multi-task while working the graveyard shift.

Qualifications

• 1–2 years Real Time Analyst experience in Workforce Management within a BPO.
• Ability to convey call center data and performance to all staff via email and verbal communication.
• Ability to create Excel reports and multitask.

Responsibilities

• Monitor and optimize daily staff utilization and call handling to maintain occupancy, service levels, handle time, abandon rate, and ASA.
• Serve as real-time staffing point of contact and address related concerns.
• Adjust staffing levels based on predefined alert levels to maintain service levels and occupancy.
• Provide required reports including Service Level updates to the distribution list.
• Document and track system outages and assess their business impact.

Skills

Real Time Analyst experience

Communication of data

Excel reporting

Graveyard shift readiness

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.