Real-Time Workforce Optimizer

ProbeGroup Philippines Inc.; Makati; On-site; PHP 260,000 - 420,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Real-time Analyst in Makati to monitor call volumes and staffing in real-time, ensuring alignment with forecasts. The role requires strong Excel skills and experience in Workforce Management, with Salesforce experience preferred.

You will collaborate with Forecasting and Scheduling and cross-functional teams to optimize staffing and performance, while maintaining 24x7 vigilance and data integrity.

Qualifications

• At least 1 year of experience in Workforce Management.
• Proficient in using Excel.
• Must be amenable to work in Wilcon IT Hub, Makati.
• Preferably with Salesforce experience.

Responsibilities

• Monitor real-time call volumes, AHT, and staffing on a 24x7 basis.
• Verify communication of staffing information to the Forecasting and Scheduling Team.
• Plot PTO/SWAP in the database and update workforce data.
• Facilitate agent skill assignment and ensure schedule adherence.
• Liaise with IT and Telecommunication on system issues affecting production.
• Perform other related duties as assigned and support departmental goals.

Skills

Excel

Workforce Mgmt

Tools

Salesforce

Job description

ProbeGroup Philippines Inc. is seeking a Real-time Analyst in Makati to monitor call volumes and staffing in real-time, ensuring alignment with forecasts. The role requires strong Excel skills and experience in Workforce Management, with Salesforce experience preferred.

You will collaborate with Forecasting and Scheduling and cross-functional teams to optimize staffing and performance, while maintaining 24x7 vigilance and data integrity.