Real Time Analyst

ProbeGroup Philippines Inc.; Makati; On-site; PHP 260,000 - 420,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Real-time Analyst in Makati to monitor call volumes and staffing in real-time, ensuring alignment with forecasts. The role requires strong Excel skills and experience in Workforce Management, with Salesforce experience preferred.

You will collaborate with Forecasting and Scheduling and cross-functional teams to optimize staffing and performance, while maintaining 24x7 vigilance and data integrity.

Qualifications

• At least 1 year of experience in Workforce Management.
• Proficient in using Excel.
• Must be amenable to work in Wilcon IT Hub, Makati.
• Preferably with Salesforce experience.

Responsibilities

• Monitor real-time call volumes, AHT, and staffing on a 24x7 basis.
• Verify communication of staffing information to the Forecasting and Scheduling Team.
• Plot PTO/SWAP in the database and update workforce data.
• Facilitate agent skill assignment and ensure schedule adherence.
• Liaise with IT and Telecommunication on system issues affecting production.
• Perform other related duties as assigned and support departmental goals.

Skills

Excel

Workforce Mgmt

Tools

Salesforce

Job description

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Responsible for: The real-time analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

Main Activities and Responsibilities:

• Quality Management - Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis - Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
• Information Management - Verifies communication of all information relevant to staffing - Plots PTO/SWAP in the database as against allocation - Update employee and team data maintained in the workforce management software - Facilitate agent skill assignment
• Report Generation - Monitor, track, and report agent schedule adherence and employee occurrences - Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule
• Liaise with Other Departments/Units - Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution - Assist Operations Management with any schedule or staffing information requirement
• Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.
• Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• Complete all necessary training requirements and professional development opportunities.

Qualifications and Typical Experience:

• At least 1 year of experience in Workforce Management
• Proficient in using Excel
• Must be amenable to work in Wilcon IT Hub, Makati
• Preferably with Salesforce experience

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