Real-Time Staffing & Performance Analyst

Probe CX; Quezon City; On-site; PHP 312,000 - 469,000; Full time

Job summary

Probe CX in Quezon City, Philippines, is seeking a Real Time Analyst to closely monitor realtime call volumes and staffing against forecasts. You will ensure accuracy of the data, track adherence, and support the forecasting and scheduling team with timely updates.

You will monitor 24x7 operations, alert management to threshold violations, and maintain workforce data in the WFM system. Open to agent level candidates; RTA background preferred but not required; based in Eastwood, QC.

Qualifications

• Open to agent level candidates.
• RTA experience preferred but not required.
• Based in Eastwood, Quezon City.

Responsibilities

• Monitor real-time call volumes and staffing on a 24 x 7 basis.
• Track schedule adherence and alert management on threshold violations.
• Verify communication of all staffing information and update in the WFM system.
• Facilitate agent skill assignment as needed.
• Generate and report key workforce metrics for accounts.

Skills

Real-time monitoring

Scheduling adherence

Data analysis

Communication

Tools

Workforce management software

Job description

Probe CX in Quezon City, Philippines, is seeking a Real Time Analyst to closely monitor realtime call volumes and staffing against forecasts. You will ensure accuracy of the data, track adherence, and support the forecasting and scheduling team with timely updates.

You will monitor 24x7 operations, alert management to threshold violations, and maintain workforce data in the WFM system. Open to agent level candidates; RTA background preferred but not required; based in Eastwood, QC.