Real Time Analyst

Probe Group; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Probe Group is seeking a Real-time Analyst to monitor live call volumes, AHT, and staffing against forecasts. This role supports 24x7 operations, demanding accuracy and proactive communication with Operations.

Responsibilities include tracking adherence, updating the workforce system, and coordinating with IT for system issues. On-site at Global One, Eastwood site; 1–2 years RTA experience preferred.

Qualifications

• 1-2 years of Real-time Analyst experience.
• Familiarity with different Workforce Management tools.
• Willing to work on a shifting schedule.
• Willing to work at Global One, Eastwood site.

Responsibilities

• Monitor real-time call volumes, AHT and staffing against forecast.
• Perform 24x7 schedule adherence tracking.
• Monitor half-hourly call volumes and staffing thresholds; alert Operations.
• Update employee and team data in the WFM software; assign agent skills.
• Generate reports on schedule adherence and staffing changes.
• Coordinate with IT and Telecommunication on system issues affecting production.

Skills

RTA experience

Attention to detail

Tools

WFM tools

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.

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 provided forecast

Main Activities and Responsibilities:

• 1. 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
• 2. 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
• 3. 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
• 4. 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
• 5. 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.
• 6. Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• 7. Complete all necessary training requirements and professional development opportunities.

Qualifications:

• At least 1-2 years of RTA experience is required for this role
• Familiarity with different WFM tools
• Must be amenable to working on a shifting schedule
• Must be amenable to work in Global One, Eastwood site