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Wfm Real Time Analyst
3 weeks ago
**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_
- _Salary up to RM6000 + attractive perks and benefits _
Job Scope:
- 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
- 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
**Requirements**:
- Minimum 2 - 3 years of relevant experience
- Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday
- Familiar with WFM tools such as CMS and Avaya tools will be an advantage and quantitative ability.
**Job Types**: Full-time, Permanent
**Salary**: RM5,000.00 - RM6,000.00 per month
**Benefits**:
- Health insurance
- Meal allowance
- Professional development
Schedule:
- Rotational shift
Supplemental pay types:
- Overtime pay
- Performance bonus
- Yearly bonus
Application Question(s):
- Are you able to work under rotational shift hour?
**Experience**:
- Real Time Analyst: 2 years (required)
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