Real Time Analyst

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 a Real 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 has on the business
  
  

What We're Looking For:

• At least with 1 to 2 years of Real Time Analyst experience under Workforce Management in BPO industry
• Has the ability to communicate call center data, and performance to all level of employees in an understandable fashion both email and verbal
• Ability to create reports in excel and able to multi task
• 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.

At Ubiquity, we're more than a workplace—we're a community that's invested in your success. If you're ready to make an impact and grow with us, apply now and experience how we bring Head, Heart, and Hustle to life every day.

Apply today and start your journey with Ubiquity!