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Business Operations Analyst

1 week ago

Kuala Lumpur, Kuala Lumpur, Malaysia Prometric Ireland Limited Full time

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world's most recognized licensing and certification organizations, academic institutions, and government agencies.

Description:

We are seeking a Real Time Analyst (RTA) to be part of our Remote Assessments Team. 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.

Responsibilities:

  1. Daily real-time monitoring of service levels for all queues for all sites (multiple geos & channels)
  2. Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
  3. Build and maintain strong relationships with key stakeholders from all sites
  4. Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
  5. Review and process time-off / overtime requests in real time
  6. Communicate changes to incoming contact patterns to Operations & broader WFM Teams
  7. Support changes within routing/skilling profiles
  8. Update and send ad-hoc/standard reports related to performance of each site
  9. Work closely with Team Leaders & Sr. Leadership to ensure optimal staffing coverage on a daily & weekly basis

Basic Qualifications:

  1. 1+ years of experience in a contact center environment
  2. Intermediate Microsoft Excel skills, Power BI, SQL, & WFM Tool.
  3. Decision making & complex problem-solving skills
  4. Analytical with attention to detail
  5. Ability to build relationships quickly