Real-Time Workforce Analyst: Live Scheduling

ProbeGroup Philippines Inc.; Quezon City; On-site; PHP 350,000 - 480,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Workforce Management Associate to monitor real-time staffing adherence on a 24x7 basis and track call volumes, AHT, and staffing needs.

The role involves maintaining WFM data, updating PTO/SWAP, and facilitating agent skill assignments to support production goals. Ideal candidates are proficient with Excel and have RTA experience; willingness to work at Eastwood, Quezon City is required.

Qualifications

• RTA experience preferred, but open to Agents as well.
• Proficient in using Excel.
• Must be amenable to work in Eastwood, Quezon City.

Responsibilities

• Monitor real-time schedule adherence on a 24 x 7 basis.
• Track bi-hourly call volumes, AHT, and staffing requirements; alert management on threshold violations.
• Verify communication of all staffing information and update PTO/SWAP in the database.
• Maintain workforce management data and facilitate agent skill assignments.
• Monitor and report agent schedule adherence and employee occurrences.
• Generate timely reports for assigned accounts and coordinate with WFM.
• Collaborate with IT and Telecommunication to resolve system issues impacting production.
• Support Operations Management with schedule or staffing information.

Skills

RTA experience

Excel

Job description

ProbeGroup Philippines Inc. is seeking a Workforce Management Associate to monitor real-time staffing adherence on a 24x7 basis and track call volumes, AHT, and staffing needs.

The role involves maintaining WFM data, updating PTO/SWAP, and facilitating agent skill assignments to support production goals. Ideal candidates are proficient with Excel and have RTA experience; willingness to work at Eastwood, Quezon City is required.