Workforce Management Real Time Analyst

2 weeks ago

Petaling Jaya, Malaysia Jom Kerja! Full time

**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 adjust staffing to ensure service levels as well as 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 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 are an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be flexible to work on flexible schedules ( allowance provided)

Pay: RM4,500.00 - RM5,500.00 per month

Application Question(s):

- Since this is real-time monitoring, will you be comfortable working on schedule timing?

**Experience**:

- Real Time Analyst or relevant: 1 year (required)

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