Deskripsi Pekerjaan
Are you a data-driven professional with a knack for operational efficiency? Ubiquity is looking for a detail-oriented Real Time Analyst to join our high-performing team in Cagayan de Oro. In this role, you will be the heartbeat of our operations, ensuring that our service levels remain consistent and our staffing remains optimized throughout the day.
As a Real Time Analyst, you will monitor call traffic patterns, manage intra-day performance, and collaborate with operations leads to make real-time adjustments. You will play a critical role in driving customer satisfaction by ensuring our agents are in the right place at the right time. If you thrive in a fast-paced environment and have a passion for workforce management, we want to hear from you!
At Ubiquity, we believe in fostering a culture of growth, innovation, and professional development. Apply today and start your journey with a global leader in customer service solutions.
Tanggung Jawab
- Monitor real-time queue performance and agent adherence to schedules.
- Analyze intra-day volume trends and provide actionable insights to operations teams.
- Manage real-time exceptions, including schedule changes, breaks, and offline activities.
- Communicate effectively with leadership regarding performance gaps and service level risks.
- Generate and distribute performance reports to stakeholders.
- Proactively identify and address staffing imbalances to maintain service level targets.
- Support operational initiatives to improve workforce efficiency and productivity.
Kualifikasi
- At least 1-2 years of experience as a Real Time Analyst (RTA) or in a Workforce Management (WFM) capacity within a BPO/Call Center environment.
- Strong analytical and mathematical skills with the ability to interpret complex data sets.
- Proficiency in WFM software (e.g., IEX, NICE, Aspect) and advanced Excel skills.
- Excellent communication and interpersonal skills, with the ability to influence operational outcomes.
- Strong decision-making ability under pressure.
- Flexibility to work in shifting schedules, including weekends and holidays.
- Must be based in or willing to relocate to Cagayan de Oro.