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Real Time Analyst
2 weeks ago
Develop and maintain workforce schedules to ensure optimal coverage for operational needs while considering factors such as forecasted call volumes, service level targets, and agent availability.
- Monitor realtime adherence to schedules and adjust staffing levels as needed to meet service level goals and optimize resource utilization.
- Analyze historical data and current trends to forecast future staffing requirements and make proactive staffing adjustments to meet anticipated demand.
- Collaborate with operations teams to identify and address staffing issues, such as absenteeism, tardiness, and unplanned leave, to minimize impact on service delivery.
- Utilize workforce management software and tools to track and report on key performance metrics, including service level attainment, agent adherence, and forecast accuracy.
- Continuously evaluate and refine workforce management processes and procedures to improve efficiency and effectiveness.
- Provide training and support to frontline staff on workforce management practices and procedures as needed.
Requirements:
- Japanese speaking, Minimum N
- Previous experience in workforce management or workforce scheduling in a contact center or customer service environment.
- Strong analytical skills with the ability to interpret data and make datadriven decisions.
- Proficiency in workforce management software such as Verint, Aspect, or Genesys preferred.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with crossfunctional teams.
- Ability to work independently and manage multiple priorities in a fastpaced environment.
Pay:
Up to RM6,000.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
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