Real-Time Workforce Analyst (Graveyard Shift)

Ubiquity; Iloilo; On-site; PHP 223,000 - 357,000; Full time

Job summary

Ubiquity in Iloilo is seeking a Real Time Analyst to monitor and optimize daily staff resources and call handling in real time. You will track occupancy, service levels, handle time, abandon rate, and ASA while ensuring seamless operations.

You’ll communicate performance data clearly to all levels, generate Excel reports, and take corrective actions during graveyard shifts. Join a people-driven team and contribute to a fast-paced, customer-focused operation.

Qualifications

• 1–2 years of Real Time Analyst experience in a BPO environment.
• Ability to communicate call center data and performance clearly to all levels (email and verbal).
• Experience creating reports in Excel and ability to multitask.
• Willing to work graveyard shifts.

Responsibilities

• Monitor, analyze, and optimize real-time staffing and call handling metrics (occupancy, service levels, handle time, abandon rate, ASA).
• Serve as the real-time staffing contact and implement corrective actions as needed.
• Adjust staffing based on predefined alert levels to maintain service levels and occupancy.
• Provide SLA updates and necessary reporting to distribution lists.
• Document and track system outages and assess impact on the business.

Skills

Real Time Analyst

Data communication

Multi-tasking

Graveyard shift readiness

Tools

Excel

Job description

Ubiquity in Iloilo is seeking a Real Time Analyst to monitor and optimize daily staff resources and call handling in real time. You will track occupancy, service levels, handle time, abandon rate, and ASA while ensuring seamless operations.

You’ll communicate performance data clearly to all levels, generate Excel reports, and take corrective actions during graveyard shifts. Join a people-driven team and contribute to a fast-paced, customer-focused operation.