Workforce Real Time Analyst

Job Description

Responsible for: Primarily responsible in closely monitoring real time call volumes & staffi ng to be able to identify whether the actual data corresponds with the data in the forecasted call volumes and staffi ng done by the Forecasting and Scheduling Team.

Main Activities 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 staffi ng requirements. Alert Operations management on threshold violation
• Information Management
• Verifi es communication of all information relevant to staffi ng
• 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 specifi cally assigned
• Monitor and report allocation to workforce management team that may trigger changes in staffi ng 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.
  
  

• Assist Operations Management with any schedule or staffi ng 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.
• Stakeholder Engagement
• Maintain strong working relationships with client leaders and internal Ops/QA/Training teams.
• Communicate risks, drivers, and performance insights clearly and proactively.
• Governance Cadence Execution
• Represent WFM in daily stand‑ups, weekly capacity reviews, GTM meetings, demand‑planning forums, monthly forecast reviews, and quarterly strategy sessions.
• Policy, Compliance & Documentation
• Ensure adherence to Probe/Client policies, including data security, privacy, and reporting hygiene.
• Comply with Probe’s privacy, data protection and information security policies when handling personal data and uphold high standards of data protection, security and fraud prevention in the course of your employment. This extends to being diligent to protect Probe and client data and assets and never sharing passwords, one time passwords (OTP), multi-factor authentication (MFA) with anyone (even colleagues, supervisors or a client), staying alert for suspicious calls, chats or emails asking for account or personal/login information and not clicking on suspicious links.
• Complete all necessary training requirements and professional development opportunities.