Workforce Real Time Analyst

ProbeGroup Philippines Inc.; Quezon City; On-site; PHP 350,000 - 480,000; Full time

Job summary

ProbeGroup Philippines Inc. is seeking a Workforce Management Associate to monitor real-time staffing adherence on a 24x7 basis and track call volumes, AHT, and staffing needs.

The role involves maintaining WFM data, updating PTO/SWAP, and facilitating agent skill assignments to support production goals. Ideal candidates are proficient with Excel and have RTA experience; willingness to work at Eastwood, Quezon City is required.

Qualifications

• RTA experience preferred, but open to Agents as well.
• Proficient in using Excel.
• Must be amenable to work in Eastwood, Quezon City.

Responsibilities

• Monitor real-time schedule adherence on a 24 x 7 basis.
• Track bi-hourly call volumes, AHT, and staffing requirements; alert management on threshold violations.
• Verify communication of all staffing information and update PTO/SWAP in the database.
• Maintain workforce management data and facilitate agent skill assignments.
• Monitor and report agent schedule adherence and employee occurrences.
• Generate timely reports for assigned accounts and coordinate with WFM.
• Collaborate with IT and Telecommunication to resolve system issues impacting production.
• Support Operations Management with schedule or staffing information.

Skills

RTA experience

Excel

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 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

• Preferably with RTA experience but open to Agents as well
• Proficient in using Excel
• Must be amenable to work in Eastwood, Quezon City

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