Real-Time Workforce Analyst: Scheduling & Alerts

Probe CX; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Probe Group is seeking a Real-Time Analyst to monitor call volumes and staffing 24x7, ensuring alignment with forecasts. The role requires coordinating with the Forecasting and Scheduling Team and other departments to maintain optimal staffing and performance.

Responsibilities include monitoring schedule adherence, updating workforce data, and generating reports. The position is based in Eastwood, Quezon City, Philippines, with a focus on data accuracy and continuous improvement.

Qualifications

• 1 year plus experience in Workforce Management or related industry
• Experience working directly with clients
• Must be amenable to work in Eastwood, Quezon City

Responsibilities

• Monitor real-time call volumes and staffing against forecast
• Identify threshold violations and alert Operations management
• Verify and communicate staffing information to relevant teams
• Plot PTO/SWAP in the database and update workforce data
• Generate reports on schedule adherence and occurrences
• Coordinate with IT and Telecommunication on system issues
• Support scheduling information needs and ongoing training

Skills

Real-time monitoring

Schedule adherence

Staffing analysis

Data accuracy

WFM software

Tools

WFM software

Job description

Probe Group is seeking a Real-Time Analyst to monitor call volumes and staffing 24x7, ensuring alignment with forecasts. The role requires coordinating with the Forecasting and Scheduling Team and other departments to maintain optimal staffing and performance.

Responsibilities include monitoring schedule adherence, updating workforce data, and generating reports. The position is based in Eastwood, Quezon City, Philippines, with a focus on data accuracy and continuous improvement.