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