Workforce Real Time Analyst

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

At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we're no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.

Responsible for:

The real-time analyst is primarily responsible for closely monitoring real-time call volumes & staffing to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffing done by the Forecasting and Scheduling Team.

Main Activities and Responsibilities:

The Real-Time Analyst is responsible for, but not limited to:

• 1. Quality Management
  • Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
  • Monitors ½ hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
• 2. Information Management
  • Verifies communication of all information relevant to staffing
  • Plots PTO/SWAP in the database as against allocation
  • Update employee and team data maintained in the workforce management software
  • Facilitate agent skill assignment
• 3. Report Generation
  • Monitor, track, and report agent schedule adherence and employee occurrences
  • Monitor and report allocation to the workforce management team that may trigger changes in staffing plan and schedule
• 4. Liaise with Other Departments/Units
  • Act as the cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. Track and report issues and resolution
  • Assist Operations Management with any schedule or staffing information requirement
• 5. Performs other related duties as may be assigned either in support of divisional / departmental goal attainment or for his personal and professional training, education or development as programmed by superiors.
• 6. Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
• 7. Complete all necessary training requirements and professional development opportunities.

Qualifications and Typical Experience:

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