performance AnalystProbe

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.
The Performance Analyst is responsible for, but not limited to:
1. Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis
2. Monitors 1⁄2 hourly call volumes, AHT, and staffing requirements. Alert Operations management on threshold violation
3. Monitor, track and report agent schedule adherence and employee occurrences. Verifies communication of all information relevant to staffing
4. Extracting and generating daily, weekly, and monthly performance reports at both the Agent and Call Center level.
5. Perform quality assurance on all reports to ensure data integrity and consistency
6. Generate custom reports by working extensively as the liaison between technical and operations teams.
7. DeCreate ad-hoc reports as requested in a timely and accurate manner to provide actionable date to senior level manager and above both internal and external to the department
8. 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.
Probe

Quezon City, Metro Manila
Permanent
Full-time