Probe CX combines human intelligence with technological wizardry. Fueled by their deep passion for finding better solutions, they help clients solve their pain points and satisfy their customers. Their consulting-led approach leverages a comprehensive suite of capabilities to deliver scalable digital transformations.
Your responsibilities
The Real-Time Analyst is responsible for, but not limited to:
Quality Management
- Performs real-time monitoring and schedule adherence tracking on a 24 x 7 basis.
- Monitors ½ 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.
- Monitor and report allocation to the workforce management team that may trigger changes in staffing plans and schedules.
Liaise with Other Departments/Units
- Act as a 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 resolutions.
- 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.
Training & development
At Probe CX, they promise their clients that they’ll do it better. To do so, they tap into their limitless capabilities, the latest technology, state-of-the-art buildings, proven operating tools and techniques, and fast networking. The training length varies per role and client. It's largely dependent on the complexity of the position and the client it services.
Benefits
HMO with a subsidized fee for 1 dependent for life, Wellness Program available 24/7, and Life Insurance!
Lifestyle Flexibility Coordination Program is Available (once you hit Production) for your flexibility needs!
20 Annual Leaves, don't get Sick, and use it all for Vacation, with 10 convertible to cash
Night Differential and Hazard Pay, Monthly Uncapped Profit Incentives,
Real Career Growth Opportunities --- learn about their Future Focus Program, Stellar Academy, and Secondment Bootcamps!
Summer Outing for the whole company, Gala Awards Nights for Top Performers, and a Kick-Ass Year-End Party
Ability to apply for Internal Global Openings (Australia, US, Singapore, South Africa)
They are an equal-opportunity employer with a strong Diversity and Inclusion Program!
Executives and Senior Managers that act like your peers and that you can talk to on a daily basis! Your opinions and recommendations can be heard.
At ProbeCX, they prioritize work-life balance. They understand that a harmonious balance between work and personal life is crucial for the well-being and productivity of their employees. They offer flexible work arrangements, encourage time management, and provide support to help other team members achieve a healthy equilibrium between their professional and personal commitments. Your well-being matters to ProbeCX, and they strive to create an environment where you can excel in your career while enjoying a fulfilling personal life.
Company culture
They live by their unique passion-focused culture. It helps them foster team spirit and a sense of belonging, and this is what helps create a bright, bold, and buzzing atmosphere.
About you
A college degree may not be required, but having a bachelor’s degree in a relevant subject like business or marketing can help advance your career.
You need good computer skills, excellent attention to detail, and strong customer service skills.
Must be willing to work a flexible schedule.
Source: ziprecruiter.com
How to apply
Please click the "Apply on employer site" button on this page to apply.
Their team works very fast to process a high volume of applications. You can expect to be in contact with a recruiter via phone or email within 1-2 business days of applying. It is important to note that most of their roles require background checks and this process can take up to 4-6 weeks in some cases. Rest assured, your recruiter will be in contact with you every step of the way.
Source/s:
probecx.com
youtube.com
Hiring criteria
You should have or be completing the following to apply for this opportunity.
Entry Pathway
Degree or Certificate
Minimum Level of Study
Bachelor or higher
Study Field
B
Business
Business Administration
Management
Work rights
The opportunity is available to applicants in any of the following categories.