Probe Group

Real Time Analyst

Probe Group  •  Quezon City, PH (Onsite)  •  1 day ago
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Job Description

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

  • Open for agent level
  • RTA background is preferred but not required
  • Must be amenable work in Eastwood, Quezon City
Probe Group

About Probe Group

Probe Group is a leader in customer experience (CX) and business process outsourcing (BPO) services. We're a team of over 19,000 passionate individuals, driven by a shared belief in the power of human connection. We combine digital innovation with a people-first approach, crafting exceptional experiences that consistently exceed client expectations.

At the heart of Probe Group is the commitment to empowering people, driving innovation and harnessing technology to deliver meaningful experiences that truly matter. Our house of brands – Probe CX, Innovior, Convai, MicroSourcing and Beepo – each with their own unique identities and specialisations, work together to drive growth. We help our clients become modern digital organisations, where technology enhances, not replaces, the human touch.

We aim to be the digitally enabled, data driven and people led customer experience brand of choice. As CX experts, we understand customer needs, crafting personalised, efficient and effective interactions that foster lasting relationships. That’s why we build digital environments that foster both customer satisfaction and employee fulfillment. We champion the human element, bringing crucial empathy, understanding and personal connection which are key to exceptional CX.

Our end-to-end service offerings include CX strategy, real-time speech analytics, conversational AI, outsourcing and digital transformation solutions. We offer onshore, nearshore and offshore CX services, leveraging local expertise to enhance customer interactions across 28 markets.

We are Probe Group: diverse, empowering, accountable, innovative, customer-obsessed, respectful and empathetic. Uniquely digital. Naturally human.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
Melbourne, AU
Year Founded
Unknown
Website
probe.group
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