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Real Time Analyst

2 weeks ago

Kuala Lumpur, Malaysia amIT Global Solutions Full time

About Company:
amIT Global Solutions (AGS) is an Information Technology Services and Solutions provider headquartered in Singapore provides complete IT Services, Enterprise Solutions, IT Outsourcing, IT Consulting, Managed Services and Business Process Outsourcing. We have highly qualified team of vibrant experts in wide range of technology and solutions in all verticals to help our customers. During the turbulent global market we help our customers with cost-effective, high quality solutions especially to Small and Medium Enterprises. Our IT Consulting Division practices a proven approach that helps our customers to acquire best talents and helps the IT Staffs to deliver high quality services.
- AGS has attained the prestigious MSC Status (Malaysian Status Company) in Malaysia in the Shared Services and Operations (SSO) sector. Our competitive team has invested their vast experience towards success of many of the projects and IT services.

Job Type : Permanent with our client

Exp : 1+ years

Job Type : Permanent

Role : Workforce Management Analyst -RTA

Work Type : Remote

Working days : Monday - Friday

GENERAL SUMMARY:
Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing levels as necessary and supporting a global strategy to improve productivity.

Client is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will have high visibility.

**Responsibilities**:
DUTIES & RESPONSIBILITIES:

- Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
- Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.
- Implement analysis, reporting and management tools provided by GWFM.
- Oversee all Pro-proctor WFM activities to ensure operational and client goals are met.
- Manage all activities and initiatives related to the effective implementation and ongoing usage of the Workforce System.
- Own the staffing and scheduling functionality of the Workforce Management system including all inputs and outputs to support operations.
- Design, build and maintain reports in Workforce Management system tracking key metrics.
- Meet with management and partners to review scheduling, staffing and report deviations from assumptions in WFM plan.
- Work with the leadership team on initiatives to support new business growth and overall operations.
- Participates in or leads multiple WFM related initiatives, projects, financial planning, and budgeting, including month end billing.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

- 1+ years of previous experience in a WFM or RTA role (scheduling, forecasting, reporting)
- Experience in Work Force Management methodologies, Data Analytics and Data Mining.
- A good command of the English language in speaking, reading and writing
- Excellent knowledge of Excel and Macros
- Strong analytical and mathematical skills
- Excellent communication skills
- Ability to prioritize while being self-directed
- High School education or equivalent
- Ability to maintain high standard of business ethics, professionalism and confidentiality of information always.

**Job Types**: Full-time, Permanent

Pay: RM3,500.00 - RM4,500.00 per month

**Benefits**:

- Dental insurance
- Gym membership
- Health insurance
- Opportunities for promotion
- Professional development
- Work from home

Supplemental pay types:

- Performance bonus
- Yearly bonus

Application Question(s):

- How many members you have handled in your experience?

**Experience**:

- wfm: 1 year (preferred)
- rta: 1 year (preferred)
- Call Center: 1 year (preferred)