Real-Time Operations & Staffing Analyst

Probe CX; Philippines; On-site; PHP 279,000 - 469,000; Full time

Job summary

Probe CX in the Philippines is seeking a Workforce Monitoring Specialist to closely track real-time call volumes and staffing against forecasts. You will monitor 24x7 schedule adherence, notify Operations of threshold violations, and keep staffing data current in the workforce management system.

The role involves verifying staffing communications, updating PTO/SWAP in the database, and coordinating with IT and other departments to resolve system issues. Eastwood, Quezon City location preferred.

Qualifications

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

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 violation.
• Verifies communication of all information relevant to staffing and updates employee data in the workforce management software.
• Facilitate agent skill assignment and PTO/SWAP plotting in the database.
• Monitors, tracks and reports agent schedule adherence and occurrences; ensures timely reports for the account.
• Monitors allocation to workforce management that may trigger staffing changes and schedule updates.
• Act as cross-functional liaison for Workforce Management with IT and Telecommunication on system issues.
• Assist Operations Management with any schedule or staffing information requirement.

Job description

Probe CX in the Philippines is seeking a Workforce Monitoring Specialist to closely track real-time call volumes and staffing against forecasts. You will monitor 24x7 schedule adherence, notify Operations of threshold violations, and keep staffing data current in the workforce management system.

The role involves verifying staffing communications, updating PTO/SWAP in the database, and coordinating with IT and other departments to resolve system issues. Eastwood, Quezon City location preferred.