Real Time Analyst

6 months ago


George Town, Malaysia MPS Full time

**Real Time Analyst**

a. Language: English

b. Specialization: at least 1 year Real Time Analyst experience

c. Target Onboarding Date: ASAP

d. Salary Range: 4,500 - 5,500

e. Location: Georgetown, Penang

f. Type: Full-time

g. Shift: 24/7

**Responsibilities**:

- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
- 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.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time call trends and adjust staffing to ensure service levels as well as company�s financial goals.
- Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
- Planning and scheduling off-phone events.
- Maintain confidentiality relative to organizational strategies, objectives, and practices.

**Requirements**:

- 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.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools are an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e., Day Shift, Mid Shift, Night Shift)

Pay: RM4,500.00 - RM5,500.00 per month


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