Junior Real-Time Analyst

3 weeks ago

Klang, Selangor, Malaysia Daythree Full time

We are looking for a Junior Real-Time Analyst to support our operations by monitoring and managing workforce performance in real-time. This role plays a critical part in ensuring service level goals are met by tracking schedule adherence, managing queues, and coordinating with various teams to optimize staffing levels.

Key Responsibilities:

  • Monitor real-time queues and agent activity across multiple platforms to ensure service level targets are met.
  • Track schedule adherence and notify team leads of deviations or issues.
  • Assist in intraday reporting and performance updates for key operational metrics.
  • Communicate with Operations, Workforce, and Support teams to implement necessary adjustments to staffing and workflow.
  • Escalate potential service level risks and recommend solutions to improve efficiency.
  • Support the WFM (Workforce Management) team with shift management, time-off tracking, and other workforce-related tasks.
  • Maintain accurate documentation of activities and report trends or recurring issues.

Qualifications & Requirements:

  • Diploma or Bachelor's degree in Business Administration, Statistics, IT, or a related field.
  • 1–3 years of experience in workforce management or contact center operations
  • Strong analytical and problem-solving skills.
  • Excellent communication and coordination abilities.
  • Familiarity with WFM tools.
  • Proficiency in Microsoft Excel and basic data handling.
  • Ability to work under pressure in a fast-paced environment.
  • Willing to work on rotational shifts, including weekends or holidays if required.

What We Offer:

  • A supportive and collaborative team environment
  • Opportunities for professional development and career progression
  • Convenient office location: UOA Business Park, Subang Jaya
  • Competitive compensation and benefits
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