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Real Time Analyst
3 months ago
Supervisor (or equivalent queue management software). WFM RTAs liaise directly with
Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure
acceptable thresholds for:
Transaction time, hold time, Wrap time and other Aux usages.
Duties and Responsibilities:
- Monitor agent activity in real time, Report to the Operations teams agents that are not adhering
Time and Idles.
- Real Time Service Level monitoring of all queues, advising leaders when calls are in queue and
Coaching and other offline activities until Service levels have recovered to acceptable levels.
- Adjusting CSR Skills in real time, to achieve Service Levels.
- Update and maintain accuracy of agents status. This involves processing changes and exceptions,
- Assist in the creation of scheduling Meetings and Training as required while ensuring Service
- Perform comprehensive attendance management including frequent monitoring of Attendance.
- Provide adhoc reporting for management as requested.
- Optimize breaks and lunches to minimize impact to Service Level.
- Make recommendation for time off / Leave capacity allowance during periods of overstaffing.
- Reforecast when call volumes or AHT are not matching original forecasts to evaluate
- Process requests for time off including vacation and unpaid leave.
- Assist Forecast/Scheduling Analysts as required.
- Assist with daily / weekly / monthly reporting as required
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- A good command of the English language in speaking, reading, and writing
- Good knowledge of Excel
- Strong analytical and mathematical skills
- Attentive, accurate and focused, with careful eye for detail
- Ability to work on a variety of tasks simultaneously
- Strong analytical abilities to provide strategies based on historical and current data
- High School education or Industry experience
- Ability to maintain high standard of business ethics, professionalism, and confidentiality of
Salary:
RM3, RM4,000.00 per month
Benefits:
- Health insurance
- Opportunities for promotion
- Professional development
Schedule:
- Rotational shift
Job Types:
Full-time, Permanent
Pay:
RM3, RM4,000.00 per month
Benefits:
- Health insurance
Schedule:
- Rotational shift
Education:
- Bachelor's (required)