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.
RESPONSIBILITIES:
● Analyze the impact of volume, AHT and shrinkage on staffing requirement
● Maintain operational forecast and create forecast to variance analysis
● Advise on staffing needs and performance issues impacting service levels to the WFM lead in a timely manner
● Analyze staffing plans and ensure that the delivery locations are appropriately staffed based on
client requirement and internal capacity plan numbers
● Establish a professional and collaborative working relationship with the client
● Maintain flexibility regarding requests and actions assigned to meet the needs of the client
● responsible for short-term and long-term workload forecasting, scheduling, real-time resource
management and proactively working to meet daily metrics by staying in constant communication with care center teams.
Qualifications:
● Must have at least 6 months to 1 year experience as Workforce Supervisor/Forecaster on a BPO Setting.
● Must be willing to work ONSITE
● Preferably with experience using NICE IEX, WFM, MS Excel, or Relevant WFM Tools.
Skills Required
- At least 6 months to 1 year experience as Workforce Supervisor/Forecaster in a BPO setting
- Experience using NICE IEX, WFM, MS Excel, or relevant WFM tools
What We Do
At Probe CX, we help our clients become modern digital organisations. With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations. In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable. Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
