Real-Time Operations & Scheduling Analyst

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 240,000 - 420,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Workforce Management professional to monitor real-time call volumes and staffing against forecasts. The role focuses on adherence, data accuracy, and cross-functional collaboration to maintain service levels.

The position involves updating PTO/SWAP, managing agent skills, generating reports, and liaising with IT and Telecommunication teams to resolve system issues and keep operations running smoothly.

Qualifications

• Open for agent level
• RTA background is preferred but not required
• Must be amenable work in Eastwood, Quezon City

Responsibilities

• Monitor real-time call volumes and staffing against forecasts.
• Track schedule adherence 24x7 and alert on threshold violations.
• Verify and communicate staffing information across teams.
• Update PTO/SWAP and staff data in the WFM system.
• Facilitate agent skill assignment.
• Monitor and report agent schedule adherence and occurrences.
• Prepare timely, accurate reports for assigned accounts.
• Coordinate with IT/Telecom on system issues affecting production.
• Track issues and resolutions; assist operations management.
• Perform related duties to support department goals and training.

Skills

Agent level

RTA background

Job description

ProbeGroup Philippines Inc. is seeking a Workforce Management professional to monitor real-time call volumes and staffing against forecasts. The role focuses on adherence, data accuracy, and cross-functional collaboration to maintain service levels.

The position involves updating PTO/SWAP, managing agent skills, generating reports, and liaising with IT and Telecommunication teams to resolve system issues and keep operations running smoothly.