Real Time Analyst
full-time•Manila
About this role
The Responsibilities:
- Responsible for monitoring, analyzing, and enhancing the utilization of daily staffresources and call handling on a real-time basis. This would include maintainingexpected 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
- 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
What you'll do
- The Real Time Analyst is responsible for monitoring and enhancing daily staff resource utilization and call handling in real-time. They also serve as the point of contact for staffing concerns and make decisions to correct related issues.
About Ubiquity Global Services, Inc.
Recognized as the #1 CX provider for disruptors and innovators across financial services, healthcare, and e-commerce, Ubiquity was founded on the belief that our clients and their customers deserve better. Headquartered in New York City with delivery locations in Europe, Asia, and the Americas, Ubiquity provides multilingual, end-to-end solutions for customer experience management, back-office operations, and business transformation.
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Frequently Asked Questions
What does a Real Time Analyst do at Ubiquity Global Services, Inc.?
As a Real Time Analyst at Ubiquity Global Services, Inc., you will: the Real Time Analyst is responsible for monitoring and enhancing daily staff resource utilization and call handling in real-time. They also serve as the point of contact for staffing concerns and make decisions to correct related issues..
Is the Real Time Analyst position at Ubiquity Global Services, Inc. remote?
The Real Time Analyst position at Ubiquity Global Services, Inc. is based in Manila, Metro Manila, Philippines. Contact the company through Clera for specific work arrangement details.
How do I apply for the Real Time Analyst position at Ubiquity Global Services, Inc.?
You can apply for the Real Time Analyst position at Ubiquity Global Services, Inc.directly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.