Deskripsi Pekerjaan
Join Ubiquity's dynamic team as a Real Time Analyst in Iloilo and become a pivotal force in optimizing our customer service operations. In this critical role, you'll monitor live data streams to identify performance trends, detect anomalies, and deliver actionable insights that drive strategic improvements. Your expertise will directly influence service quality, operational efficiency, and customer satisfaction across our call center ecosystem. Ubiquity offers a collaborative environment where analytical excellence meets real-world impact, providing opportunities for professional growth and skill development in data analytics and process optimization.
As a key player in our customer service infrastructure, you'll work closely with cross-functional teams to resolve emerging issues proactively, ensuring seamless service delivery. The position demands sharp analytical thinking, attention to detail, and the ability to translate complex data into clear recommendations. If you're passionate about leveraging data to enhance customer experiences and thrive in a fast-paced, tech-driven setting, this role is your gateway to making a tangible difference in the call center industry.
Tanggung Jawab
- Monitor real-time data streams to identify service trends, performance metrics, and potential issues
- Analyze call center KPIs (e.g., handle time, abandonment rate) and generate actionable insights
- Collaborate with operations teams to resolve escalations and improve service quality
- Develop and maintain dashboards/reports for leadership decision-making
- Identify process inefficiencies and recommend data-driven solutions
- Provide real-time support during peak operational hours
- Ensure data accuracy across multiple monitoring systems
Kualifikasi
- Bachelor's degree in Business Analytics, Statistics, Computer Science, or related field
- Minimum 1-2 years experience in data analysis or real-time monitoring roles
- Proficiency in SQL, Excel, and data visualization tools (e.g., Power BI, Tableau)
- Strong problem-solving skills with ability to interpret complex datasets
- Excellent written and verbal communication skills
- Ability to work under pressure and meet tight deadlines
- Knowledge of call center operations and customer service metrics preferred