Real Time Analyst

11 hours ago

George Town, Malaysia Language Talent Solution Full time

Develop and maintain workforce schedules to ensure optimal coverage for operational needs while considering factors such as forecasted call volumes, service level targets, and agent availability.
- Monitor real-time adherence to schedules and adjust staffing levels as needed to meet service level goals and optimize resource utilization.
- Analyze historical data and current trends to forecast future staffing requirements and make proactive staffing adjustments to meet anticipated demand.
- Collaborate with operations teams to identify and address staffing issues, such as absenteeism, tardiness, and unplanned leave, to minimize impact on service delivery.
- Utilize workforce management software and tools to track and report on key performance metrics, including service level attainment, agent adherence, and forecast accuracy.
- Continuously evaluate and refine workforce management processes and procedures to improve efficiency and effectiveness.
- Provide training and support to frontline staff on workforce management practices and procedures as needed.

**Requirements**:

- Japanese speaking, Minimum N3
- Previous experience in workforce management or workforce scheduling in a contact center or customer service environment.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Proficiency in workforce management software such as Verint, Aspect, or Genesys preferred.
- Excellent communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
- Ability to work independently and manage multiple priorities in a fast-paced environment.

Pay: Up to RM6,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift

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