Real-Time WFM 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

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.