Real Time Analyst

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Workforce Management professional to monitor real-time call volumes and staffing against forecasts. The role focuses on adherence, data accuracy, and cross-functional collaboration to maintain service levels.

The position involves updating PTO/SWAP, managing agent skills, generating reports, and liaising with IT and Telecommunication teams to resolve system issues and keep operations running smoothly.

Qualifications

• Open for agent level
• RTA background is preferred but not required
• Must be amenable work in Eastwood, Quezon City

Responsibilities

• Monitor real-time call volumes and staffing against forecasts.
• Track schedule adherence 24x7 and alert on threshold violations.
• Verify and communicate staffing information across teams.
• Update PTO/SWAP and staff data in the WFM system.
• Facilitate agent skill assignment.
• Monitor and report agent schedule adherence and occurrences.
• Prepare timely, accurate reports for assigned accounts.
• Coordinate with IT/Telecom on system issues affecting production.
• Track issues and resolutions; assist operations management.
• Perform related duties to support department goals and training.

Skills

Agent level

RTA background

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, Asia and North America, 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.

Job purpose

Primarily responsible in 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.

Quality Management

• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors Bi-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
• Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically assigned
• Monitor and report allocation to workforce management team that may trigger changes in staffing plan and schedule

Liaise with Other Departments/Units

Act as 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.

Qualifications

• Open for agent level
• RTA background is preferred but not required
• Must be amenable work in Eastwood, Quezon City

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