Real-Time Ops Analyst: Optimize Staffing & Service

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

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.