WFM Real-Time Analyst with Sign-On Bonus | Laguna
Ubiquity
Southwoods, Laguna, PH
4d ago

We’re hiring.

We are looking for a WFM Real-Time Analyst who will assist with long-range planning and ongoing analysis of real time performance and the determination of alternative plans when necessary.

The RTA will collect, evaluate, and prepare reports and/or other complex statistical data for Operations/HR/WFM/Admin on time. Prepare statistical and narrative reports and recommendations and participate in the analysis and interpretation of data as appropriate. Generate/develop & maintain reports/systems to ensure Service Level Agreement.

We’re made of something different.

We act with empathy and urgency. We treat our clients, colleagues, and community like members of the family. We have grit, tenacity, and perseverance, and a proven track record of meeting and exceeding goals – every person, in every role, for our company and our clients. Think you have what it takes? Join us!

Day-to-day responsibilities:

  • 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

Qualifications:

  • At least with 2 years of Real Time Analyst experience under Workforce Management in BPO industry
  • With at least 3-5 years experience in the 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
  • Willing to work in our Southwoods Mall, Laguna site

What we do.

Ubiquity delivers business process outsourcing and advisory solutions across customer service, technology, and operations. Focused on transforming the customer experience through data, applied science, and an unprecedented passion for people, Ubiquity offers deep industry and practical expertise across four continents on behalf of 150+ brands and counting.

We want you.

We’re committed to creating an inclusive employee experience for all. Regardless of race, gender, religion, sexual orientation, age, or disability, we believe that we’re at our best when everyone feels free to be their most authentic self.

Data Privacy Notice.

Please read our Data Privacy Notice shown on this page https://ubiquity.com/privacy-notice-philippines/ to know more on how Ubiquity handles your personal information. By continuing your application with Ubiquity, you confirm that you have read and understood our Data Privacy Notice.

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