Deskripsi Pekerjaan
Are you a data-driven professional with a passion for operational excellence? Ubiquity is looking for a dynamic Real Time Analyst to join our high-performing team in Bacolod City. In this role, you will be the heartbeat of our contact center operations, ensuring that performance metrics remain optimal throughout the day.
As a Real Time Analyst, you will monitor live contact center traffic, manage agent scheduling adherence, and implement real-time strategies to mitigate service level risks. You will work closely with workforce management teams and operations leaders to drive efficiency and deliver an exceptional customer experience. If you thrive in a fast-paced environment and have an analytical mindset, this is your opportunity to elevate your career with a global industry leader.
Tanggung Jawab
- Monitor real-time queue performance and agent status to ensure service level agreements (SLAs) are met.
- Proactively identify and address staffing variances, intraday performance trends, and call volume fluctuations.
- Provide actionable recommendations to operations leaders regarding headcount management and resource allocation.
- Manage real-time schedule adherence and process off-queue activities (coaching, breaks, meetings).
- Communicate effectively with stakeholders regarding system outages, call spikes, or unexpected operational impacts.
- Generate and analyze intraday reports to support data-driven decision-making.
- Maintain accurate logs of system issues and performance impact reports.
Kualifikasi
- Minimum of 1-2 years experience as a Real Time Analyst or Workforce Management (WFM) Specialist in a BPO environment.
- Proficiency in WFM tools (e.g., NICE IEX, Aspect, Verint, or similar platforms).
- Advanced proficiency in Microsoft Excel (VLOOKUP, Pivot Tables, Formulas).
- Strong analytical, troubleshooting, and problem-solving skills with a keen eye for detail.
- Ability to work under pressure and make rapid decisions in a high-volume environment.
- Excellent verbal and written communication skills in English.
- Willingness to work flexible shifts, including weekends and holidays, as required by the business.