Real Time Analyst | Iloilo

Ubiquity; Iloilo; On-site; PHP 279,000 - 446,000; Full time

Job summary

Ubiquity is seeking a Real Time Analyst to monitor and optimize real-time staffing and call handling. You will maintain occupancy, service levels, handle time, abandon rate, and ASA while communicating performance to all levels via email or verbally.

The role requires 1–2 years of Real Time Analyst experience in BPO, strong Excel reporting skills, and willingness to work graveyard shifts.

Qualifications

• 1–2 years of Real Time Analyst experience in the BPO industry.
• Ability to communicate call center data and performance to all levels via email and verbally.
• Ability to create reports in Excel.
• Willing to work graveyard shift.

Responsibilities

• Monitor, analyze, and optimize daily staff utilization and call handling in real-time.
• Serve as the point of contact for real-time staffing concerns and take corrective actions.
• Maintain occupancy, service levels, handle time, abandon rate, and ASA.
• Provide Service Level updates to distribution lists.
• Document and track system outages and assess business impact.

Skills

Communication of call center data

Reporting

Real Time Analyst experience

Tools

Microsoft 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 aReal 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 have on the business

What We’re Looking For:

• At least 1 to 2 years of Real Time Analyst experience under Workforce Management in the BPO industry

• Has the ability to communicate call center data and performance to all levels of employees in an understandable fashion, both via email and verbally

• Ability to create reports in Excel and able to multitask

• 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.