Workforce Real Time Analyst

Probe CX; Quezon City; On-site; PHP 300,000 - 500,000; Full time

Job summary

Probe CX in Quezon City is seeking a Workforce Real Time Analyst to monitor and optimize contact center performance. You will work on real-time monitoring, adherence tracking, and staffing alignment for a 24x7 operation.

The role requires at least 1 year of RTA experience, strong Excel skills, and keen analytical abilities. You will collaborate with Operations and IT to resolve system issues and ensure accurate reporting.

Qualifications

• At least 1 year of real-time analytics (RTA) experience.
• Strong analytical and problem-solving abilities with high attention to detail.
• Proficient in Excel for data analysis and reporting.
• Willingness to work in Eastwood, Quezon City.

Responsibilities

• Conduct real-time monitoring and schedule adherence tracking on a 24x7 basis.
• Monitor call volumes, AHT, and staffing requirements; alert operations of threshold violations.
• Verify and update information relevant to staffing in the workforce management system.
• Plot PTO/SWAP and manage agent skill assignments.
• Generate and report on agent schedule adherence and occurrences.
• Coordinate with IT and Telecommunication on system-related issues impacting production.
• Support scheduling and staffing information needs of the operations team.
• Perform additional duties as assigned for divisional goals and development.

Skills

RTA experience

Analytical skills

Detail oriented

Problem solving

Tools

Excel

Job description

Workforce Real Time Analyst# Careers at Probe CX## Workforce Real Time AnalystApply: Quezon City MNL Philippines: Full time: Posted Today: JR14630At 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 and Asia, 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. **Duties and responsibilities** Quality Management● Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis● Monitors Bi-hourly call volumes, AHT, and staffi ng requirements. Alert Operations management on threshold violation Information Management● Verifi es communication of all information relevant to staffi ng● 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● Ensures timeliness and accuracy of the entire reports needed for an account where they are specifi cally assigned● Monitor and report allocation to workforce management team that may trigger changes in staffi ng plan and schedule Liaise with Other Departments/Units● Act as 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. **Qualifications:** ● At least 1 year of RTA experience● Proficient in using Excel● Analytical, and problem solving skills and be very detail oriented.● Must be amenable to work in Eastwood, Quezon City