Real-Time Workforce Analyst: 24/7 Scheduling & Analytics

Probe CX; Quezon City; On-site; PHP 300,000 - 500,000; Full time

Job summary

Probe CX in Quezon City is seeking a Workforce Real Time Analyst to monitor and optimize contact center performance. You will work on real-time monitoring, adherence tracking, and staffing alignment for a 24x7 operation.

The role requires at least 1 year of RTA experience, strong Excel skills, and keen analytical abilities. You will collaborate with Operations and IT to resolve system issues and ensure accurate reporting.

Qualifications

• At least 1 year of real-time analytics (RTA) experience.
• Strong analytical and problem-solving abilities with high attention to detail.
• Proficient in Excel for data analysis and reporting.
• Willingness to work in Eastwood, Quezon City.

Responsibilities

• Conduct real-time monitoring and schedule adherence tracking on a 24x7 basis.
• Monitor call volumes, AHT, and staffing requirements; alert operations of threshold violations.
• Verify and update information relevant to staffing in the workforce management system.
• Plot PTO/SWAP and manage agent skill assignments.
• Generate and report on agent schedule adherence and occurrences.
• Coordinate with IT and Telecommunication on system-related issues impacting production.
• Support scheduling and staffing information needs of the operations team.
• Perform additional duties as assigned for divisional goals and development.

Skills

RTA experience

Analytical skills

Detail oriented

Problem solving

Tools

Excel

Job description

Probe CX in Quezon City is seeking a Workforce Real Time Analyst to monitor and optimize contact center performance. You will work on real-time monitoring, adherence tracking, and staffing alignment for a 24x7 operation.

The role requires at least 1 year of RTA experience, strong Excel skills, and keen analytical abilities. You will collaborate with Operations and IT to resolve system issues and ensure accurate reporting.