Real Time Analyst

Probe CX; Quezon; In loco; PHP 279.000 - 446.000; Tempo pieno

Descrizione del lavoro

Probe CX is seeking a Workforce Management Assistant to support real-time monitoring, scheduling, data maintenance, and cross-functional liaison for staffing plans in Eastwood, Quezon City.

The ideal candidate brings at least 1 year of RTA experience, strong Excel skills, and a detail-oriented, analytical problem-solving mindset. This is an on-site role located in Eastwood.

Competenze

• At least 1 year of RTA experience.
• Strong Excel skills for data handling and reporting.
• Analytical, detail-oriented problem solving mindset.
• Willingness to work on-site in Eastwood, Quezon City.

Mansioni

• 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
• Verifies communication of all information relevant to staffing; plots PTO/SWAP in the database as against allocation
• Monitor, track and report agent schedule adherence and employee occurrences; ensure timeliness and accuracy of reports for the assigned account.

Conoscenze

RTA experience

Excel proficiency

Analytical thinking

Detail-oriented

Strumenti

Excel

Descrizione del lavoro

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.

Duties and responsibilities

Quality Management

• Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
• Monitors Bi-hourly call volumes, AHT, and staffi ng requirements. Alert Operations management on threshold violation

Information Management

• Verifi es communication of all information relevant to staffi ng
• 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 specifi cally assigned
• Monitor and report allocation to workforce management team that may trigger changes in staffi ng 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:

• At least 1 year of RTA experience
• Proficient in using Excel
• Analytical, and problem solving skills and be very detail oriented.
• Must be amenable to work in Eastwood, Quezon City