Real-Time Analyst - 24/7 Workforce Monitoring

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

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.