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Real-time Analyst

3 weeks ago

Kuala Lumpur, Malaysia Gratitude Inc. Full time

**Role**:Operations Manager

**Timings**:Rotational Shifts (Contract To Hire)

**Industry**:IT-Hardware & Networking

**Work Mode**:Work from office

**Functional Area**:ITES / BPO / Customer Service

**Process**:Voice

Key Skills: Thai Real Time Analyst COMPUTER SKILL BPO Experience is a must Proficient in English
- RTA: 32,000-37,000 THB base (no allowances, no incentives)

Nationality: local Thai

Background: BPO experience, able to communicate in English

Joining Timelines: Immediate joining

Shift: open to rotational shift

We are looking for someone with any or some of the following experiences, in a BPO setting:
Real-time management and/or real-time analytics (6mo minimum)

Understanding of key metrics of operational KPIs, like Service Level, AHT, Occupancy, productivity, etc

Queue management with focus on optimizing workload and minimizing shrinkage.

Downtime management, Sick Leave/Annual Leave management, Break management

Experience in Staffing, and Scheduling

Experience in WFM/RTA tools

Experience in Erlang based scheduling, Capacity planning & forecasting is a bonus.

Role: Real-time Analyst

**Language Proficiency: English (A2-B1 level) + Native Thai

Location: Bangkok Thailand

Skill: Experience in similar role in a BPO/Call Center setting
- Responsibilities:
- RTA will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
- Preparing of schedules using Erlang for different queues across multiple locations
- Schedule ADHOC intra-day training requests and update schedules
- Produce and analyze daily efficiency reports
- Able to communicate in oral and written English
- Excellent team player
- Analytical skills and display maturity
- Excellent in MS office - excel, power-point and ability to perform MIS
- Exposure to basic WFM tools is preferred.
- Passion for learning and creative problem-solving.