Live Real-Time Staffing & Operations Analyst

Probe Group; Quezon; On-site; PHP 335,000 - 513,000; Full time

Job summary

Probe Group seeks a Workforce Management role to monitor real-time call volumes and staffing against forecasts, ensuring alignment with scheduling data and operational needs.

The incumbent will perform 24x7 monitoring, track key metrics, and coordinate with IT and Operations to maintain accurate staffing information and timely reports for client accounts. Eastwood, Quezon City-based position requiring onsite presence.

Qualifications

• Experience in real-time monitoring of call center metrics.
• Ability to track scheduling adherence and staffing needs.
• Familiarity with data entry and reporting processes.

Responsibilities

• Monitor real-time call volumes and staffing 24x7.
• Track Bi-hourly call volumes, AHT, and staffing requirements; alert management on thresholds.
• Update workforce data in the management software and coordinate with departments.

Skills

Real-time monitoring

Schedule adherence

Data management

Communication

Cross-functional collaboration

Job description

Probe Group seeks a Workforce Management role to monitor real-time call volumes and staffing against forecasts, ensuring alignment with scheduling data and operational needs.

The incumbent will perform 24x7 monitoring, track key metrics, and coordinate with IT and Operations to maintain accurate staffing information and timely reports for client accounts. Eastwood, Quezon City-based position requiring onsite presence.