About The Role

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.

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 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
● Ensures timeliness and accuracy of the entire reports needed for an account where they are specifically assigned
● Monitor and report allocation to workforce management team that may trigger changes in staffing 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

Qualifications

✓At least 1 year of RTA experience
✓ Proficiency in Microsoft Excel (use and design of Macros)
✓ Working with Reporting packages & databases (SQL etc)
✓ Analytical, and problem solving skills and be very detail oriented.
✓ Demonstrated oral and written communication skills.
✓ Must be able to work with minimal direction and be very flexible to coordinate complex activities that
are often subject to rapid or extensive changes.