real time AnalystProbeGroup Philippines

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
Qualifications:
Advanced proficiency in Microsoft Excel (use and design of Macros)
Working with Reporting packages & databases (SQL etc)
Analytical, and problem solving skills and be very detail oriented.
Demonstrated oral and written communication skills.
Must be able to work with minimal direction and be very flexible to coordinate complex activities that are often subject to rapid or extensive changes.
Summary of role requirements:
Looking for candidates available to work on weekdays
1 year of relevant work experience required for this role
Working rights required for this role