Real Time Analyst

Probe CX; Quezon City; Hybrid; PHP 240,000 - 320,000; Full time

Job summary

Probe Group is seeking a Real-time Analyst to monitor call volumes and staffing in real time, ensuring alignment with forecast data. You will track AHT, occupancy, and adherence, and escalate when thresholds are breached.

You will work on a shifting schedule at the Eastwood site, using the workforce management tools to update data, coordinate with IT and other departments, and support Operations with staffing actions and reporting.

Qualifications

• 1-2 years of real-time analyst experience.
• Familiarity with different WFM tools.
• Willingness to work on a shifting schedule and on-site at Global One, Eastwood.

Responsibilities

• Monitor real-time call volumes, AHT, and staffing.
• Track schedule adherence 24x7; alert on threshold violations.
• Coordinate with Workforce Management and IT on system-related issues.

Skills

RTA experience

WFM tools

Shift work

Eastwood site

Tools

Workforce management software

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