Real Time Analyst

Probe CX; Quezon City; Presencial; PHP 312.000 - 469.000; Jornada completa

Descripción de la vacante

Probe CX in Quezon City, Philippines, is seeking a Real Time Analyst to closely monitor realtime call volumes and staffing against forecasts. You will ensure accuracy of the data, track adherence, and support the forecasting and scheduling team with timely updates.

You will monitor 24x7 operations, alert management to threshold violations, and maintain workforce data in the WFM system. Open to agent level candidates; RTA background preferred but not required; based in Eastwood, QC.

Formación

• Open to agent level candidates.
• RTA experience preferred but not required.
• Based in Eastwood, Quezon City.

Responsabilidades

• Monitor real-time call volumes and staffing on a 24 x 7 basis.
• Track schedule adherence and alert management on threshold violations.
• Verify communication of all staffing information and update in the WFM system.
• Facilitate agent skill assignment as needed.
• Generate and report key workforce metrics for accounts.

Conocimientos

Real-time monitoring

Scheduling adherence

Data analysis

Communication

Herramientas

Workforce management software

Descripción del empleo

## Real Time AnalystApply: Quezon City MNL Philippines: Full time: Posted Yesterday: JR14551At 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. **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 staffing requirements. Alert Operations management onthreshold 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 specificallyassigned● Monitor and report allocation to workforce management team that may trigger changes in staffing planand schedule Liaise with Other Departments/Units● Act as cross-functional single point of contact for Workforce Management with Information Technologyand Telecommunication regarding system-related issues that impact production. Track and reportissues 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