Real-Time Workforce 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

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.