Wfm - Real Time Analyst

4 weeks ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Times Management Consultancy Sdn Bhd Full time

Job Objectives

Ensures the effective and efficient utilization of resources for meeting service level and response time objectives across all contact channels. Responsible for completing project-level activities and tasks and ensuring business requirements are identified and implemented.

Key Responsibilities
- Responsible for managing and ensuring the service level agreements for various programs are met
- Manage the call volume, daily attendance and program break schedules
- Analyse data to outline reasons for under/over performance and recommend actions to improve performance
- Assist with creation of metrics and targets to meet service level performance
- Generate ideas for process improvement planning
- Produce daily, biweekly and monthly internal reports
- Runs and analyse reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.
- Analyse call volume and trends on any exceptional deviations
- Monitor and develop effective schedule to maximize the use of resources and activities
- Support the implementation of service level action plans
- Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.
- .Undertakes and performs other duties as and when required
- Key Requirements

Must have:

- A recognized Degree or Diploma
- Minimum 2 to 3 years of relevant experiences
- Ability to work in fast-paced environment and under tight timelines
- Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday (5 working days per week)
- Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage
- Excellent analytical and mathematical skills
- Capable of managing multiple concurrent projects
- Attention to detail and high levels of accuracy
- Familiar with Verint Workforce Management, CMS and Avaya tools
- Essential Technical Skill:

- Proficient in Microsoft Office (Word and Excel)

**Salary**: RM4,500.00 - RM6,000.00 per month

Schedule:

- Rotational shift

Application Question(s):

- What is your current salary?
- What is your expected salary?
- How long of your notice period?

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