Real Time Analyst

3 days ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

**JOB TITLE **:Workforce Management (WFM) Real Time Analyst (RTA)
**DIVISION **:Global Workforce Management
**REPORTS TO **:Global WFM Manager

**GENERAL SUMMARY**:
The WFM RTA is responsible for monitoring key / critical queues in real time using CMS
Supervisor (or equivalent queue management software). WFM RTAs liaise directly with
Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for: Transaction time, hold time, Wrap time and other Aux usages.

**Duties and Responsibilities**:

- Monitor agent activity in real time, Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap

Time and Idles.
- Real Time Service Level monitoring of all queues, advising leaders when calls are in queue and advise corrective actions that should be taken including deferring or cancelling of Meetings,

Coaching and other offline activities until Service levels have recovered to acceptable levels.
- Adjusting CSR Skills in real time, to achieve Service Levels.
- Update and maintain accuracy of agents status. This involves processing changes and exceptions, leave tracking, and other key indicators.
- Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
- Perform comprehensive attendance management including frequent monitoring of Attendance.

Ensure attendance occurrences are updated to agent's schedules in a timely fashion.
- Provide ad-hoc reporting for management as requested.
- Optimize breaks and lunches to minimize impact to Service Level.
- Make recommendation for time off / Leave capacity allowance during periods of overstaffing.
- Reforecast when call volumes or AHT are not matching original forecasts to evaluate performance for the remainder of the day.
- Process requests for time off including vacation and unpaid leave.
- Assist Forecast/Scheduling Analysts as required.
- Assist with daily / weekly / monthly reporting as required

**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

**Salary**: Up to RM5,500.00 per month

Schedule:

- Rotational shift

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