Ubiquity Global Services, Inc.

The Responsibilities: Develop and distribute Contact Center reporting. Modify, revise, and update scorecards, dashboards, Aux/productivity, and other operational needed reports. Responsible for data integrity, accuracy of all reporting requirements. Works with Workforce leaders, Senior Site managers and Sales leaders to create new or modify existing reporting. Analyses data to ensure integrity and structures data to help support or provide business recommendations i.e. Performance Metrics Responsible for collecting and analysing large amounts of data to enable visualization, insights, and data-driven decision-making insights. End to End lifecycle management and maintenance of Dashboards and reports Communicate effectively during the development phase for tool / report implementation. Conduct and lead UAT, Troubleshooting and Resolution for database and reporting tool implementation Maintaining and updating trackers for ongoing programs & projects Assisting in automating reports by designing macros Implementation and management of cross-functional performance indicators (KPI- s) to deliver related insights, seeking to drive significant impact and value enabled through data-driven decisions across the business. Improve the data availability by being the liaison between cross functional teams. Partner with the application / delivery team on developing reports/ dashboards to feed into daily, weekly, monthly, quarterly, and annual KPI and other dashboards. Leverage data and information structure to ensure - single source of information. Knowledge, Skill Set & Qualifications Required (External) 1-3 years of experience with data analysis and preparation, including experience with large data sets Experience in extracting data from CMS and other reporting platform Strong data analytics and creation of reports Experience in automating task/reports that are manual to reduce cycle time and defects. Proficient user of Excel, SQL and understanding call center statistics a must. Knowledge in VBA, macros, linked data, pivot chart tools, design tools, Google sheets Experience in developing dashboards and understandable reports and useful visualization. Strong business and collaboration skills and responsiveness to service needs and operational demands. Utilization of data discovery tools such as Microsoft Power BI (preferred), Qlik, Tableau etc. Advanced Excel covering Power pivots and Macros. SQL Query for troubleshooting data. Ability to tell a story with data and drive data literacy. Ability to build good relationships and work cross-functionally. High-functioning communications skills (both verbal and written); ability to interface with senior leadership. Creative/Innovative thinking Flexible schedule and excellent attendance record Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift) The Responsibilities: Manages day to day operation MIS team that use business data and statistical methods to provide insight into business performance and suggest area and methods of improving operations. Implements and oversees the analytical approaches and methodologies. Developing strategies, and making suggestions for improvement, insight, and recommendations to management for decision making and strategic planning. Controls and develops internal/external information sources for business analysis. Manages subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to approved budgets. Extensive knowledge of department processes. Will be doing analytics on operational performance metrics Analyse performance, correlate metrics and drive targeting action plan Provide recommendations to improve account performance Will be doing a deep dive analysis of the performance Give presentation of analysis to stakeholders and clients Supervises personnel under the Department such as MIS Analyst - develops, coaches, and motivates personnel on day-to-day activities. Maintains strong customer service orientation in dealing with various departments and Department heads. Performs other duties that may be requested from time to time. Knowledge, Skill Set & Qualifications Required (External) Background with Workforce facets such as capacity planning, forecasting and other Workforce metrics/calculations - call volumes, AHT, adherence, intraday patterns, root cause analysis Effective communication and interpersonal skills Excellent presentations skills (Powerpoint, Excel, Google sheets etc.) Proficient in analysis and interpretation of data Strong leadership abilities and good time management skills Excellent problem-solving and management skills Experienced in managing a team Ability to train junior staff Knowledge, Skill Set & Qualifications Required (Internal) Must be a regular employee of Ubiquity At least 6 months in their current role Average Scorecard Rating (3 months) should be at least 3.0 or Meets Expectations No active Disciplinary Action (DA) Must have solid experience in creating reports and dashboard from scratch Scheduling, Capacity Planning, and Forecasting working knowledge is a plus Excellent presentation skills (Powerpoint, Excel, Google sheets etc.)

Ubiquity Global Services, Inc. is seeking a full-time Business Analyst in Newthorpe, United Kingdom. In this role, you will analyze business requirements and support IT projects. Responsibilities include gathering and documenting requirements, ensuring effective communication between stakeholders, and identifying process improvements. Ideal candidates have at least 3 years of experience in the ICT sector, strong analytical skills, and familiarity with Agile methodologies. Competitive salary and performance-based bonuses are offered, along with a supportive work environment.

About the role This is a full-time Business Analyst role at Ubiquity, an innovative technology company based in Eastwood, Quezon City Metro Manila. As a Business Analyst, you will play a crucial part in analysing business requirements, defining solutions, and supporting the delivery of successful IT projects that enable Ubiquity to achieve its strategic goals. Key Responsibilities Gather, analyze, and document business requirements from key stakeholders Translate business needs into clear, actionable functional specifications Collaborate with cross-functional teams including IT, development, and operations to deliver quality solutions Identify process inefficiencies and propose improvements for greater operational effectiveness Facilitate stakeholder meetings and workshops to align on project goals Create and maintain comprehensive project documentation such as user stories, process flows, and test plans Support user acceptance testing (UAT) and ensure smooth project implementation Qualifications At least 3 years of experience as a Business Analyst, preferably in the Information and Communication Technology industry Strong analytical thinking and problem-solving skills Excellent communication and interpersonal abilities, with the capacity to engage both technical and non-technical stakeholders Experience with business process mapping, requirements gathering, and documentation Familiarity with Agile methodologies and project management tools Hands-on experience using data visualization tools such as Looker Studio or Power BI Bachelor's degree in Computer Science, Information Technology, or a related field What we offer At Ubiquity, we are committed to providing a supportive and rewarding work environment for our employees. Some of the key benefits include: Competitive salary and performance-based bonuses Comprehensive health insurance coverage Opportunities for career development and skills training Flexible work arrangements and work-from-home options Fun and engaging company culture with team-building activities Must be willing to report onsite and night shift schedule About us Ubiquity is a leading provider of innovative technology solutions. We are passionate about driving digital transformation and enabling our clients to thrive in the digital. With a strong focus on customer success, we constantly strive to deliver cutting-edge solutions that address our clients' evolving business needs. If you're excited to join a dynamic and forward-thinking team, apply now and let's discuss how your skills and experience can contribute to our continued success.