Real Time Analyst

5 months ago


Petaling Jaya, Malaysia Teleperformance Full time

Overview:
Qualifications:

- **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 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)**

**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 make adjustments to staffing to ensure service levels as well as company's financial goals **(efficiencies) are met.**:

- ** Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.**:

- ** Planning and scheduling off-phone events.


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