Real-Time Operations Analyst (Graveyard Shift)

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

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.