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We work hard and love a good challenge (or multiple). With clients spanning across the Pacific and Asia, 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.\nDuties and responsibilities\nQuality Management\nPerforms real-time monitoring and schedule adherence tracking on a 24 x 7 basis\nMonitors Bi-hourly call volumes, AHT, and staffi ng requirements. Alert Operations management on threshold violation\nInformation Management\nVerifi es communication of all information relevant to staffi ng\nPlots PTO/SWAP in the database as against allocation\nUpdate employee and team data maintained in the workforce management software\nFacilitate agent skill assignment\nReport Generation\nMonitor, track and report agent schedule adherence and employee occurrences\nEnsures timeliness and accuracy of the entire reports needed for an account where they are specifi cally assigned\nMonitor and report allocation to workforce management team that may trigger changes in staffi ng plan and schedule\nLiaise with Other Departments/Units\nAct as cross-functional single point of contact for Workforce Management with Information Technology and Telecommunication regarding system-related issues that impact production. 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