Wfm - Real Time Analyst

9 hours ago

George Town, Malaysia Go-Get Data Consultancy Full time

Our Client is a dynamic organization committed to delivering exceptional customer experiences through efficient workforce management strategies. We value innovation, collaboration, and a customer-centric approach in all aspects of our business. As we continue to grow, we are seeking a talented Real-Time Analyst to join our Workforce Management team.

Position Overview:
Key Responsibilities:

- Monitor real-time contact center metrics including call volume, average handle time, agent adherence, and service level attainment.
- Analyze historical data and trends to forecast staffing requirements and identify opportunities for improvement.
- Utilize workforce management software to make intra-day adjustments to staffing levels, schedules, and breaks to optimize performance.
- Communicate effectively with Operations teams to provide real-time updates on performance and recommend adjustments to improve service levels.
- Generate and distribute daily, weekly, and monthly performance reports highlighting key metrics and trends.
- Identify and escalate operational issues or trends impacting service delivery to appropriate stakeholders.
- Collaborate with the Forecasting and Scheduling teams to ensure alignment between short-term and long-term staffing plans.
- Participate in regular meetings and contribute insights to drive continuous improvement initiatives.

Qualifications:

- Bachelor's degree in Business Administration, Statistics, Operations Management, or related field.
- Proven experience in a similar role within a contact center or customer service environment.
- Proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel.
- Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions.
- Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
- Detail-oriented with strong organizational skills and the ability to manage multiple priorities.
- Flexibility to work non-standard hours as needed to support 24/7 operations.

Join us in our mission to deliver exceptional customer experiences through efficient workforce management practices. If you are passionate about analytics, thrive in a fast-paced environment, and are committed to driving results, we want to hear from you

Pay: RM5,000.00 - RM7,500.00 per month

Application Question(s):

- Do you have proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel?
- Are you amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)?

**Education**:

- Bachelor's (required)

**Experience**:

- Real-Time Analyst - Workforce Management (WFM): 2 years (required)
- automating task/reports that are manual: 2 years (required)

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