Real Time Analyst

2 weeks ago


Subang Jaya, Selangor, Malaysia Teleperformance Full time

Overview:

Qualifications:
-
1-3 years of experience in the same capacity:

-
Strong data analytics and creation of reports:

-
Experience in automating task/reports that are manual to reduce cycle time and defects
:

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Proficient user of Excel and understanding call center statistics a must
:

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Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage
:

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Experience in developing dashboards, and understandable reports and useful visualization
:

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Flexible schedule and excellent attendance record:

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Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)

Responsibilities:

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Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines
:

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Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.**:


  • Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment
:

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Recommend procedural and operational guideline changes to improve communications and operational efficiency
:

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Prepare Intra-Day and End-of
Day Client and Internal reports while ensuring timeliness and accuracy of data:

-
Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company's financial goals (efficiencies) are met.**:


  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents
:

- ** Planning and scheduling off-phone events.
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