Real-Time Workforce & Scheduling Analyst

Probe Group; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

Probe Group is seeking a Real-time Analyst to monitor live call volumes, AHT, and staffing against forecasts. This role supports 24x7 operations, demanding accuracy and proactive communication with Operations.

Responsibilities include tracking adherence, updating the workforce system, and coordinating with IT for system issues. On-site at Global One, Eastwood site; 1–2 years RTA experience preferred.

Qualifications

• 1-2 years of Real-time Analyst experience.
• Familiarity with different Workforce Management tools.
• Willing to work on a shifting schedule.
• Willing to work at Global One, Eastwood site.

Responsibilities

• Monitor real-time call volumes, AHT and staffing against forecast.
• Perform 24x7 schedule adherence tracking.
• Monitor half-hourly call volumes and staffing thresholds; alert Operations.
• Update employee and team data in the WFM software; assign agent skills.
• Generate reports on schedule adherence and staffing changes.
• Coordinate with IT and Telecommunication on system issues affecting production.

Skills

RTA experience

Attention to detail

Tools

WFM tools

Job description

Probe Group is seeking a Real-time Analyst to monitor live call volumes, AHT, and staffing against forecasts. This role supports 24x7 operations, demanding accuracy and proactive communication with Operations.

Responsibilities include tracking adherence, updating the workforce system, and coordinating with IT for system issues. On-site at Global One, Eastwood site; 1–2 years RTA experience preferred.