Real Time Analyst/ Workforce Management

2 weeks ago

Kuala Lumpur, Malaysia Brandt International - Jalan Ampang Full time

The Real-Time Analyst/WFM is responsible for managing and ensuring that the service level agreements for various programs are met. This position is an external and internal facing role responsible for various processes including short
- & long-term forecasting, agent scheduling, capacity, and shrinkage planning. Incorporates the use of analysis skills to build, measure, and evaluate performance reports.

Skills / Qualifications / Requirements:

- Must possess extensive knowledge and expertise in Call Centre reports, performance and workforce management
- Bachelor’s Degree in Business or other quantitative-related fields preferred
- 2-5 years of experience in performing data analysis, forecasting, and scheduling analysis in a call centre environment
- Excellent oral and written communications skills
- Strong organizational and analytical skills, with proven ability to multi-task
- Basic knowledge of macro-based programming in Excel

**Responsibilities**:

- Conduct real-time monitoring of agents through the Cisco system for real-time adherence view to ensure schedule adherence and notify support personnel on the floor to resolve adherence issues
- Allocate resources to alternative tasks during low call volume for staff optimization
- Coordinates/arrange programs session to improve the productivity of staff, including training, talent acquisition and performance evaluation
- Liaise with stakeholders to update and maintain attendance, adherence, schedule, overtime, and allowance report for payroll purposes
- Execute reporting packages for agents, and teams, and provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SLA stats for a previous day, WTD, and MTD
- Create reports and dashboards that demonstrate performance and efficiency within the operational business units by utilizing both quantitative and qualitative data
- Send out regular performance updates to respective stakeholders. Communicate with senior management about the team performance and results
- To work on any ad-hoc duties that are deemed necessary for the project and extend support to any other company-related ad-hoc tasks as assigned by the company.

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