JOB DETAILS

Workforce Real Time Analyst

CompanyProbe CX
LocationMakati
Work ModeOn Site
PostedAugust 14, 2026
About The Company
Probe CX is a global customer experience organisation focused on creating environments where digitally-enabled CX thrives. A part of Probe Group, we enhance experiences with the right blend of people and technology to help our clients achieve their CX transformation goals. Partnering with organisations across more than 11 industries, our solutions help unlock trapped CX value. We create meaningful interactions that exceed expectations through our digitally-powered, people-first approach. Rooted in a culture of diversity, accountability and respect, Probe CX designs scalable, end-to-end CX solutions by understanding the challenges of our clients, their employees and their customers. From managed and outsourced services to intelligent automation and workforce transformation, our teams drive tangible results for businesses of all sizes. With over 40 years of experience building socially responsible and sustainable CX solutions, we are the partner of choice for next-generation driven CX. Join the next generation of CX. We are always looking for passionate people to join our global team and help us design the future of customer experience. Explore our open roles at https://careers.probecx.com/global/en or reach out to our recruitment teams directly at careers@probegroup.com.au (AU) or recruitment@probegroup.com.ph (PH).
About the Role

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.


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:

✓At least 1 year of RTA experience
✓ 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.

Key Skills
Real-time monitoringSchedule adherenceCall volume analysisMicrosoft ExcelMacrosSQLReportingDatabase managementAnalytical skillsProblem solvingCommunication skillsWorkforce management softwareStaffing planningData entry
Categories
Customer Service & SupportData & AnalyticsAdministrativeTechnology
Job Information
📋Core Responsibilities
The Workforce Real Time Analyst is responsible for monitoring call volumes, staffing requirements, and agent schedule adherence on a 24/7 basis. They also manage workforce data, generate performance reports, and act as a liaison between operations and IT/telecommunications teams.
📋Job Type
full time
📊Experience Level
0-2
💼Company Size
4648
📊Visa Sponsorship
No
💼Language
English
🏢Working Hours
40 hours
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