Ensure multiskill scheduling supports channel mix changes and service requirements.
Real-Time Management (RTM) & Intraday Governance
Intraday Steering: Lead active, real-time intraday steering across all communication queues, executing immediate staffing moves, dynamic skill activations, and critical action triggers to maintain Service Level Agreements
Incident Response: Ensure sudden absenteeism, unexpected AHT spikes, and volume anomalies are addressed quickly through predefined mitigation strategies and real-time scheduling adjustments.
Schedule Adherence Monitoring: Oversee the real-time tracking of agent states, systematically identifying and addressing non-adherence, extended breaks, and unauthorized auxiliary (AUX) usage.
Bridge & Stakeholder Communcation: Serve as the primary point of contact during operational crises, hosting incident bridges and sending out milestone updates to operations leadership regarding network downtime or system outages.
Under-Staffing & Over-Staffing Action Plans: Authorize and deploy immediate real-time tactics, such as approving ad-hoc overtime (OT) during high-volume spikes or offering voluntary time off (VTO) to protect financial targets during low-volume periods.
Reporting Governance
Validate and deliver daily/weekly/monthly operational performance reports (volumes, AHT, shrinkage, staffing variance, SL, digital trends).
Provide coaching, performance management, and skill development to WFM analysts.
Document coaching sessions, manage improvement plans, and reinforce accountability.
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 standups, weekly capacity reviews, GTM meetings, demandplanning 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.
Culture & Workplace Standards
Promote a respectful, inclusive, and safe environment; address hazards and uphold compliance.
Ensure a safe, healthy and sustainable workplace for all employees and contractors, report workplace hazards, and provide a safe and positive workplace.
Actively contribute to Probe's commitment to fostering a respectful and inclusive workplace by taking proactive measures to identify and eliminate harassment in any form.
Act ethically with integrity, honesty, and trust, to uphold Probe's compliance culture and maintain the highest standards of business conduct.
Support our speak up culture and report suspected or actual improper conduct in accordance with our Whistleblower Policy.
Key Skills And Capabilities
Strong analytical skills and ability to interpret operational trends.
Excellent written and verbal communication skills.
Ability to motivate, coach, and lead WFM teams.
Strong problemsolving and conflictresolution capability.
High attention to detail in forecasting, scheduling, and reporting.
Ability to collaborate effectively with clients and internal partners.
Ability to work autonomously and prioritise in a fastpaced environment.
Qualifications And Typical Experience
At least 1-2 years of supervisory experience in a callcenter environment.
Experience working directly with clients (preferred).
