Workforce Real Time Analyst

ProbeGroup Philippines Inc.; Philippines; On-site; PHP 360,000 - 480,000; Full time

Job summary

Probe Group is seeking a Real-time Analyst to closely monitor call volumes and staffing, ensuring alignment with forecasted plans. The role requires 1+ year in workforce management and on-site work at Eastwood, Quezon City.

You will communicate with multiple departments to resolve system-related issues and support the workforce with timely data, promoting efficient service delivery and client satisfaction.

Qualifications

• 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.

Responsibilities

• Monitor real-time call volumes and staffing to compare with forecasts.
• Track schedule adherence and key metrics to alert management of threshold violations.
• Maintain real-time data in workforce management systems and update staffing plans accordingly.
• Coordinate with IT and Operations on system-related issues affecting staffing.
• Support other duties to help achieve department goals and professional development.
• Ensure a safe, healthy, and productive workplace for staff and contractors.

Skills

Workforce Management

Client interaction

On-site work

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.

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

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