Real Time Analyst
6 months ago
**Responsibilities**
- Ensuring adherence to schedules and raising alerts on time 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.
- Coordinate 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 the 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 tasks/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call Centre statistics a must.
- Knowledge of VBA, macros, linked data, pivot chart tools, and design tools is 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
**Benefits**:
- Professional development
**Experience**:
- Real Time Analyst: 2 years (preferred)
**Language**:
- English (required)
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