Real Time Analyst
2 weeks ago
GENERAL SUMMARY:
Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing/planning levels as necessary and supporting a global strategy to improve productivity.
DUTIES & RESPONSIBILITIES:
- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Drive overall reduction of cost by working closely with Operations in improving agent productivity.
- Implement analysis, reporting and management tools provided by available tools and raw data.
- Prepare daily/weekly/monthly reports and distribute to the leadership and Senior Management Team.
- Work with the leadership team on initiatives to support new business growth and overall operations.
- Oversee all pro factor of WFM activities to ensure operational and client goals are met.
- Reporting deviations from assumptions in WFM plan
- Escalation of system and technical issues
- Reporting of CMS information such as call volumes, SL and abandon rates per skill
- Adjusting agents skill settings if required
- Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
- Experience in
Work Force Management methodologies, Data Analytics and Data Mining. - Language Requirement : English language
- Excellent knowledge of Excel and Macros (added advantage)
- Strong analytical and mathematical skills
- Excellent communication skills
- Ability to prioritize while being selfdirected
Project :
Airlines Industry (Rotational shift/Permanent night shift)
Location :
UOA Business Park (Connected to KTM/LRT Subang Jaya)
Benefits:
- 5 working days in a week
- EPF & SOSCO
- Attractive Annual leaves
- Medical coverage
- Dental claims
- Health and Life Insurance
- Quarterly staff recognition and appreciation
- Beautiful and Serene Environment
- Walking distance from Subang Jaya LRT/KTM station to office via link bridge
Job Types:
Full-time, Permanent
Salary:
RM3, RM4,800.00 per month
Benefits:
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
Schedule:
- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Night shift
- Rotational shift
Supplemental pay types:
- Performance bonus
Application Question(s):
- When would you be available to start working with us?
Experience:
- RTA/RTFM/
WFM:
1 year (preferred)
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