Workforce Real Time Analyst
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
- 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
- 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
- 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