Workforce Real Time Analyst

Probe CX; Philippines; On-site; PHP 280,000 - 420,000; Full time

Job summary

Probe CX is seeking a Real-Time Analyst in the Philippines to closely monitor real-time call volumes and staffing, ensuring alignment with forecasted data from the Forecasting and Scheduling Team.

The role entails 24/7 monitoring of call volumes, AHT, and staffing requirements, with proactive alerts to Operations management on threshold violations. You will collaborate with IT and other departments to resolve system issues and support staffing decisions.

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

• 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; alerts management on threshold violations.
• Verifies communication of all information relevant to staffing.
• Plots PTO/SWAP in the database as against allocation.
• Update employee and team data in the workforce management software.
• Facilitate agent skill assignment.
• 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.
• Liaise with Information Technology and Telecommunication on system-related issues that impact production.
• Assist Operations Management with schedule or staffing information requirements.
• Complete training and development opportunities as programmed by superiors.

Skills

Real-time monitoring

Schedule adherence

Staffing analysis

Communication with clients

Tools

Workforce management software

Job description

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.

Job Description

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:

• 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

• 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
• 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

• 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
• 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.

Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.

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