Wfm - Real Time Analyst

2 weeks ago


Malaysia Manpower MY Full time

WFM Realtime Analyst
Real-time analyst support for WFM team providing reporting delivery to Operations. Monitor intraday volumes and agent states, identify trends and potential risks and make real time scheduling decisions.

MISSION AND CHALLENGES OF THE DEPARTMENT

  • Develop and implement Customer Service inbound and outbound contact strategies.
  • Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
  • Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
  • Analyze realtime metrics of callhandling, talktime and other KPI's via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
  • Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

MAIN JOB REQUIREMENTS:

EDUCATION AND SPECIFIC TRAINING

SKILLS

  • Excellent communication rapportbuilding skills.
  • Strong analytical skills
  • Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting related issues
  • Able to take Management direction and cascade to staff
  • Strong coaching skills
  • Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management
  • Skills required after training:

EXPERIENCE

  • 13 years WFM experience
  • Prior experience in handling a team is an advantage
  • Experience with IEX scheduling will be an added advantage

PERSONAL ATTRIBUTES AND PROFICIENCIES LEVELS

  • Emphatic
  • Resilient
  • Ability to adapt to change and adversity


  • Malaysia Manpower MY Full time

    **WFM Realtime Analyst** Real-time analyst support for WFM team providing reporting delivery to Operations. Monitor intraday volumes and agent states, identify trends and potential risks and make real time scheduling decisions. MISSION AND CHALLENGES OF THE DEPARTMENT - Develop and implement Customer Service inbound and outbound contact strategies. -...


  • Malaysia TDCX Full time

    **#BeMore** Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! **Top Reasons to work with TDCX** -...


  • Malaysia TDCX Full time

    #BeMore Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX Attractive...


  • Malaysia TDCX Full time

    #BeMoreDo you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore Top Reasons to work with TDCXAttractive remuneration,...


  • Malaysia PropertyGuru Pte Ltd Full time

    **Location**: Malaysia **Department**: Finance:Accounting - SSC **Make A Real Difference at PropertyGuru.** **Real **Aspirations. **Real **People. **Real **impact. PropertyGuru is Southeast Asia’s leading PropTech company, and the preferred destination for over 41 million property seekers to connect with more than 63,000 agents monthly to find their...


  • Malaysia PropertyGuru Pte Ltd Full time

    Location: MalaysiaDepartment: Finance:Accounting - SSCMake A Real Difference at PropertyGuru.Real Aspirations. Real People. Real impact.PropertyGuru is Southeast Asia's leading PropTech company, and the preferred destination for over 41 million property seekers to connect with more than 63,000 agents monthly to find their dream home. PropertyGuru empowers...


  • Malaysia MEDAN DAMAI SDN. BHD. Full time

    Main Responsibilities:Compile and organize real estate documents, contracts and agreements;To prepare documents such as correspondence letters, interest letters and etc.;To coordinate the closing of a lease and to ensure relevant documents are signed and payment received;To monitor the monthly rental collections;To prepare invoices and official receipts;To...


  • Malaysia MEDAN DAMAI SDN. BHD. Full time

    Main Responsibilities:Compile and organize real estate documents, contracts and agreements;To prepare documents such as correspondence letters, interest letters and etc.;To coordinate the closing of a lease and to ensure relevant documents are signed and payment received;To monitor the monthly rental collections;To prepare invoices and official receipts;To...


  • Malaysia MEDAN DAMAI SDN. BHD. Full time

    Main Responsibilities:Compile and organize real estate documents, contracts and agreements;To prepare documents such as correspondence letters, interest letters and etc.;To coordinate the closing of a lease and to ensure relevant documents are signed and payment received;To monitor the monthly rental collections;To prepare invoices and official receipts;To...


  • Malaysia MEDAN DAMAI SDN. BHD. Full time

    Main Responsibilities:Compile and organize real estate documents, contracts and agreements;To prepare documents such as correspondence letters, interest letters and etc.;To coordinate the closing of a lease and to ensure relevant documents are signed and payment received;To monitor the monthly rental collections;To prepare invoices and official receipts;To...

  • Data Analyst

    5 days ago


    Malaysia Portcast Full time

    **About us**: Portcast is a venture-backed Singapore based startup that develops predictive supply chain technology for the logistics industry. We’re focused on building the next-gen logistics operating system to predict how cargo moves across the world and enable data-driven supply chain planning. Based out of Singapore, we’ve been building together...


  • Malaysia Euroclear Full time

    **WHO WE ARE: As independent experts in global fund distribution, MFEX offers a complete solution for fund companies and distributors. With assets under administration of EUR 320 billion, MFEX is one of the leading B2B fund platforms. Over 350 institutional clients (including banks and insurance companies) use MFEX to access one of the world's largest range...


  • Malaysia OCBC Bank Full time

    **Business Analyst, Technology Solutions** **-** **(**240000DN**)** - SME for the domain area to interact, solicit requirements, and advise business users on solutions to address their business needs - Evaluate business processes, anticipate requirements, and provide compelling and innovative solutions - Stay up-to-date on the latest technology and...


  • Jalan SS / , Petaling Jaya Selangor Malaysia Ruma Realty Sdn Bhd Full time

    Facilitate the leasing process for office spaces, representing either landlords or tenants.Develop marketing strategies and leasing plans for landlords who are planning to lease out their office spaces and tenants who are seeking for office spaces.Strategize, execute, and oversee marketing activities for designated office buildings.Support the leasing...


  • Jalan SS / , Petaling Jaya Selangor Malaysia Ruma Realty Sdn Bhd Full time

    Facilitate the leasing process for office spaces, representing either landlords or tenants.Develop marketing strategies and leasing plans for landlords who are planning to lease out their office spaces and tenants who are seeking for office spaces.Strategize, execute, and oversee marketing activities for designated office buildings.Support the leasing...


  • Jalan SS / , Petaling Jaya Selangor Malaysia Ruma Realty Sdn Bhd Full time

    Facilitate the leasing process for office spaces, representing either landlords or tenants.Develop marketing strategies and leasing plans for landlords who are planning to lease out their office spaces and tenants who are seeking for office spaces.Strategize, execute, and oversee marketing activities for designated office buildings.Support the leasing...


  • Malaysia Euroclear Full time

    **WHO WE ARE: As independent experts in global fund distribution, MFEX offers a complete solution for fund companies and distributors. With assets under administration of EUR 320 billion, MFEX is one of the leading B2B fund platforms. Over 350 institutional clients (including banks and insurance companies) use MFEX to access one of the world's largest range...

  • Industry Analyst

    4 weeks ago


    Malaysia Hays Full time

    **Your new company** This company provides independent and objective research recommendations to the global investment community. Their global team employs fundamental, qualitative and forensic accounting research disciplines, enhanced by considerable data-driven resources, to deliver actionable and timely research to their clients. They also produce...


  • Jalan SS 22/23 , Petaling Jaya Selangor Malaysia 47400 Ruma Realty Sdn Bhd Full time

    Facilitate the leasing process for office spaces, representing either landlords or tenants.Develop marketing strategies and leasing plans for landlords who are planning to lease out their office spaces and tenants who are seeking for office spaces.Strategize, execute, and oversee marketing activities for designated office buildings.Support the leasing...

  • Business Analyst

    3 weeks ago


    Malaysia Fraction IT Solutions Full time

    Exp: 2-9 Yrs Location: Malaysia Client: One of the reputed bank of South East Asia. Packages: As per industry standard **Roles & Responsibilities**: We are hiring a business analyst to join our project team. You will work alongside other business analysts and report directly to the project manager. Your main tasks will include performing detailed...