Wfm - Real Time Analyst

2 days ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Times Management Consultancy Sdn Bhd Full time

**Key Responsibilities**:

- Responsible for managing and ensuring the service level agreements for various programs are met.
- Manage the call volume, daily attendance and program break schedules.
- Analyse data to outline reasons for under/over performance and recommend actions to improve performance.
- Assist with creation of metrics and targets to meet service level performance.
- Generate ideas for process improvement planning.
- Produce daily, biweekly and monthly internal reports.
- Runs and analyse reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.
- Analyse call volume and trends on any exceptional deviations.
- Monitor and develop effective schedule to maximize the use of resources and activities.
- Support the implementation of service level action plans.
- Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.
- Undertakes and performs other duties as and when required.

**Requirements**:

- A recognised Degree or Diploma.
- Minimum 2 to 3 years of relevant experiences.
- Ability to work in fast-paced environment and under tight timelines.
- Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday.
- Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage.
- Excellent analytical and mathematical skills.
- Capable of managing multiple concurrent projects.
- Attention to detail and high levels of accuracy.
- Familiar with Verint Workforce Management, CMS and Avaya tools.

**Essential Technical Skill**:

- Proficient in Microsoft Office (Word and Excel)

**Salary**: From RM2,500.00 per month

**Education**:

- Diploma/Advanced Diploma (preferred)

**Experience**:

- real time analyst: 2 years (preferred)

**Language**:

- English (preferred)

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