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Wfm - Real Time Analyst
3 months ago
Position Overview:
Key Responsibilities:
- Monitor realtime contact center metrics including call volume, average handle time, agent adherence, and service level attainment.
- Analyze historical data and trends to forecast staffing requirements and identify opportunities for improvement.
- Utilize workforce management software to make intraday adjustments to staffing levels, schedules, and breaks to optimize performance.
- Communicate effectively with Operations teams to provide realtime updates on performance and recommend adjustments to improve service levels.
- Generate and distribute daily, weekly, and monthly performance reports highlighting key metrics and trends.
- Identify and escalate operational issues or trends impacting service delivery to appropriate stakeholders.
- Collaborate with the Forecasting and Scheduling teams to ensure alignment between shortterm and longterm staffing plans.
- Participate in regular meetings and contribute insights to drive continuous improvement initiatives.
Qualifications:
- Bachelor's degree in Business Administration, Statistics, Operations Management, or related field.
- Proven experience in a similar role within a contact center or customer service environment.
- Proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel.
- Strong analytical skills with the ability to interpret data, identify trends, and make datadriven decisions.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
- Detailoriented with strong organizational skills and the ability to manage multiple priorities.
- Flexibility to work nonstandard hours as needed to support 24/7 operations.
Pay:
RM5, RM7,500.00 per month
Application Question(s):
- Do you have proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel?
- Are you amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)?
Education:
- Bachelor's (required)
Experience:
- Real-Time Analyst
- Workforce Management (WFM): 2 years (required)
