Workforce Real Time Analyst

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. Job purpose Primarily responsible in 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. 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 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 2 years of RTA experience Analytical, and problem solving skills and be very detail oriented. Must be amenable to work in Wilcon Makati Explore our end-to-end career opportunities across CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. Contribute to projects that transform customer experiences and help leading brands connect with their audiences in meaningful ways.