Real Time Analyst

Ubiquity Global Services, Inc.; Laguna; On-site; PHP 279,000 - 390,600; Full time

Benefits offered by this job

Career development programs

People-first culture

Dynamic work environment

Job summary

Ubiquity Global Services, Inc. is looking for a Real Time Analyst to monitor and enhance call center operations in a dynamic environment. This role requires at least 1 to 2 years of experience in workforce management within the BPO industry.

The successful candidate will have excellent communication skills, proficiency in Excel reporting, and the ability to make staffing decisions based on real-time data. Join us to thrive in a people-first culture that values your contributions.

Qualifications

• 1 to 2 years of experience in a real-time analyst role within the BPO industry.
• Ability to clearly communicate call center data and performance.
• Proficiency in creating reports using Excel.

Responsibilities

• Monitor and analyze daily staff resources and call handling.
• Serve as a point of contact for real-time staffing concerns.
• Maintain optimal service levels by adjusting staff based on alerts.
• Document and track system outages.

Skills

Real Time Analyst experience

Excel reporting

Communication skills

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.