Real Time Analyst

3 weeks ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**GENERAL SUMMARY**:
Duties and Responsibilities:

- This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions.
- This position will work directly with BPO and in-house Operations Teams and will have high visibility.
- Responsibilities:

- Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels)
- Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
- Build and maintain strong relationships with key stakeholders from all sites
- Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
- Review and process time-off / overtime requests in real time
- Communicate changes to incoming contact patterns to Operations & broader WFM Teams.
- Act as main point of contact during escalations, facilitating communications between Operations and IT Teams
- Support changes within routing/skilling profiles
- Update and send ad-hoc/standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis

**KNOWLEDGE, SKILLS & ABILITIES REQUIRED**:

- A good command of the English language in speaking, reading, and writing
- Good knowledge of Excel
- Strong analytical and mathematical skills
- Attentive, accurate and focused, with careful eye for detail
- Ability to work on a variety of tasks simultaneously
- Strong analytical abilities to provide strategies based on historical and current data
- High School education or Industry experience
- Ability to maintain high standard of business ethics, professionalism, and confidentiality of information at all times

Pay: Up to RM4,050.00 per month

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