Real Time Analyst

Probe CX; Quezon City; On-site; PHP 480,000 - 620,000; Full time

Job summary

Probe CX in Quezon City is hiring a Real Time Analyst to monitor call volumes, adherence, and scheduling in a 24x7 environment. You will monitor bi-hourly metrics, validate staff allocations, and generate essential reports to keep operations on track.

The ideal candidate has at least 1 year of RTA experience, strong Excel skills, and a detail‑oriented, analytical mindset to support staffing decisions and cross‑functional coordination.

Qualifications

• At least 1 year of RTA experience.
• Proficient in using Excel.
• Analytical, problem solving skills and be very detail oriented.

Responsibilities

• 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 violations.
• Verifies communication of all information relevant to staffing; updates PTO/SWAP in the database.
• Facilitates agent skill assignment; generates and reports agent schedule adherence and employee occurrences.
• Monitors and reports allocation to workforce management that may trigger staffing changes; liaises with IT and Telecommunication on system issues.

Skills

RTA experience

Excel

Analytical

Detail oriented

Problem solving

Job description

Real Time Analyst# Careers at Probe CX## Real Time AnalystApply: Quezon City MNL Philippines: Full time: Posted Today: JR14629At 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