Wfm - Real Time Analyst

2 days ago

Kuala Lumpur, Malaysia Go-Get Data Consultancy Full time

Our Client is a dynamic organization committed to delivering exceptional customer experiences through efficient workforce management strategies. We value innovation, collaboration, and a customer-centric approach in all aspects of our business. As we continue to grow, we are seeking a talented Real-Time Analyst to join our Workforce Management team.

Position Overview:
Key Responsibilities:

- Monitor real-time 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 intra-day adjustments to staffing levels, schedules, and breaks to optimize performance.
- Communicate effectively with Operations teams to provide real-time 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 short-term and long-term 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 data-driven decisions.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
- Flexibility to work non-standard hours as needed to support 24/7 operations.

Join us in our mission to deliver exceptional customer experiences through efficient workforce management practices. If you are passionate about analytics, thrive in a fast-paced environment, and are committed to driving results, we want to hear from you

Pay: RM5,000.00 - RM7,500.00 per month

Application Question(s):

- Do you have proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel?

**Education**:

- Bachelor's (required)

**Experience**:

- Real-Time Analyst - Workforce Management (WFM): 2 years (required)

  • Real Time Analyst

    1 week ago

    Kuala Lumpur, Malaysia MyGlit Full time

    **Role**:Any Other **Timings**:Shifting Schedule (Permanent) **Industry**:Telecom / ISP **Process**:Non-Voice **Functional Area**:Any Other Key Skills: Real Time Analyst - Location: Kelana Centre Point Must be willing to work on Shifts: 24x7 rotational shift **Requirements**: - 2 years in Work Force Management ( WFM) - good in data analysis skill -...

  • Wfm Real Time Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia Agensi Pekerjaan ASK Resources Sdn Bhd Full time

    **Are you ready to step into a dynamic role where your every decision impacts the heartbeat of our banking contact center? We're seeking a meticulous and forward-thinking WFM Real-Time Analyst to join our team and become the driving force behind our operational excellence.** - **Job highlights**:_ - _Professional career developement in banking line_ -...

  • Real Time Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia amIT Global Solutions Full time

    About Company: amIT Global Solutions (AGS) is an Information Technology Services and Solutions provider headquartered in Singapore provides complete IT Services, Enterprise Solutions, IT Outsourcing, IT Consulting, Managed Services and Business Process Outsourcing. We have highly qualified team of vibrant experts in wide range of technology and solutions in...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    **JOB TITLE **:Workforce Management (WFM) Real Time Analyst (RTA) **DIVISION **:Global Workforce Management **REPORTS TO **:Global WFM Manager **GENERAL SUMMARY**: The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Prometric Full time

    **Description**: Prometric is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and...

  • Real-time Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Gratitude Inc. Full time

    **Role**:Operations Manager **Timings**:Rotational Shifts (Contract To Hire) **Industry**:IT-Hardware & Networking **Work Mode**:Work from office **Functional Area**:ITES / BPO / Customer Service **Process**:Voice Key Skills: Thai Real Time Analyst COMPUTER SKILL BPO Experience is a must Proficient in English - RTA: 32,000-37,000 THB base (no...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Full time

    Description:Prometric is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will...

  • Real Time Analyst

    1 week ago

    Kuala Lumpur, Malaysia Abhidi Solution Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux...

  • Real Time Analyst

    3 weeks ago

    Kuala Lumpur, Malaysia Abhidi solution SDN BHD Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux...

  • Real Time Analyst

    1 week ago

    Kuala Lumpur, Malaysia Abhidi Solution Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux...

  • Real Time Analyst

    7 days ago

    Kuala Lumpur, Malaysia Abhidi solution SDN BHD Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi Solution Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMSSupervisor (or equivalent queue management software). WFM RTAs liaise directly withOperations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux usages.Duties...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia MyGlit Full time

    Role:Any OtherTimings:Shifting Schedule (Permanent)Industry:Telecom / ISPProcess:Non-VoiceFunctional Area:Any OtherKey Skills: Real Time Analyst Location: Kelana Centre PointMust be willing to work on Shifts: 24x7 rotational shiftRequirements: 2 years in Work Force Management ( WFM)- good in data analysis skill Have intensive experience in Excel and Power BI...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Malaysia Transcosmos Malaysia Sdn Bhd Full time

    As a WFM/ RTA Analyst you jos tasks includes: - To generate report from CRM system independently, proactively, and creatively, in order to store and manage database accordingly. - To monitor business progress or service level according to the agreed KPI with client. Achieve service levels and efficiency metric goals. - To create report template, report file...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi solution SDN BHD Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMSSupervisor (or equivalent queue management software). WFM RTAs liaise directly withOperations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensureacceptable thresholds for: Transaction time, hold time, Wrap time and other Aux usages.Duties...

  • Real Time Analyst

    1 week ago

    Kuala Lumpur, Malaysia Gratitude India Full time

    **Description / Requirements** Must be willing to work on Shifts: 24x7 rotational shift **Requirements**: - 2 years in Work Force Management ( WFM) - good in data analysis skill - Have intensive experience in Excel and Power BI - Well versed in excel, including using formula and pivot table **Salary**: RM4,500.00 - RM5,500.00 per month **Benefits**: -...

  • Real Time Analyst

    2 weeks ago

    Kuala Lumpur, Kuala Lumpur, Malaysia Abhidi solution SDN BHD Full time

    The WFM RTA is responsible for monitoring key / critical queues in real time using CMSSupervisor (or equivalent queue management software). WFM RTAs liaise directly withOperations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensureacceptable thresholds for: Transaction time, hold time, Wrap time and other Aux usages.Duties...

  • Real Time Analyst

    1 week ago

    Kuala Selangor, Malaysia Abhidi Solution Private Limited Full time

    Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels) - Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed - Build and maintain strong relationships with key stakeholders from all sites - Drive real-time adherence targeting expected capacity against actual performance...

  • Workforce Management

    3 weeks ago

    Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

    GENERAL SUMMARY: The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other...