Real Time Analyst

ProbeGroup Philippines Inc.; Quezon City; On-site; PHP 446,000 - 625,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Workforce Management related professional to monitor real-time staffing, track adherence, and manage scheduling data in a fast-paced, cross-functional environment.

Responsibilities include maintaining staffing information, updating WFM systems, and coordinating with IT and Operations to resolve system-related issues that affect production. The role requires strong Excel skills and a detail-oriented approach, based in Eastwood, Quezon City.

Qualifications

• At least 1 year of RTA experience.
• Proficient in using Excel.
• Analytical and detail-oriented mindset.

Responsibilities

• Real-time monitoring and 24x7 schedule adherence tracking.
• Monitor bi-hourly call volumes, AHT and staffing; alert Operations on thresholds.
• Verify communication of staffing information.
• Plot PTO/SWAP in the database against allocations.
• Update employee and team data in workforce management software.
• Facilitate agent skill assignment.

Skills

RTA experience

Analytical skills

Detail oriented

Tools

Excel

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 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

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