Real-Time Analyst

As a Real-Time Analyst within our dynamic contact centre environment located in Petaling Jaya, you will play a vital role in real time monitoring, and analysis of live data from customer interactions. Your insights will empower workforce managers and team leaders to make data-driven decisions instantly, optimizing service levels, agent performance, customer satisfaction, and resolution efficiency. Your analytical expertise will be crucial in identifying trends, promptly addressing operational challenges, and enabling proactive adjustments to improve the overall contact centre experience. This position offers a unique opportunity to contribute to the continuous enhancement of customer service delivery and operational excellence in a fast-paced, collaborative setting. You will be part of a team committed to leveraging real-time analytics to shape strategic resource planning and service optimisation within a reputable global bank, driving quality support and superior client experiences every day.

People & Talent

•    Responsible for day-to-day performance of CCC regarding service level and resource planning across all segments and channels.

•    Manage real time monitoring of service levels for all queues across markets and sites.

•    Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals

•    Communicate and call out changes to incoming contact patterns to operations and the broader WFM team

•    Brings people along to embrace sustainable change to deliver desired change outcomes. Identifies and takes ownership of opportunities presented through ambiguous situations, generating creative ideas/solutions. Carries out systematic analysis to identify the root cause of problems and makes informed judgments. Challenges the status quo to simplify, rationalise or develop products, processes or services to meet the needs of our internal/external customers.

•    Co-ordinate workforce management meeting with key stake holders covering off previous, current and future performance indicators and providing expert recommendations to maximise key KPI

Governance

•    To keep updated on product/ workflow procedures & ensure full compliance with operational risks/ control 

•    Ensure fulfilment of role that obligations to prevention of money laundering  under the Group Policy and Standards and under local laws and regulations are complied with

•    Ensure processing and decision making are compliant with Departmental Operating Instructions and within the timeliness and accuracy standards specified

•    Always uphold the values of the group & company 

•    Ensure compliance with Group Policy and Standards, local laws and regulations and controls and procedures of the Bank

• Minimum Diploma in Mathematics, Statistics, Data Science, or a closely related quantitative field.
• At least 2 years of relevant experience in real-time analytics, workforce management, or a similar role within contact centre or customer service environments.
• Strong verbal and written communication skills, essential for effective stakeholder engagement and team collaboration.
• Proficiency in data visualization and reporting tools is advantageous.

• Demonstrated ability to work collaboratively in diverse, fast-paced settings with strong problem-solving skills.

• Experience with Workforce Management (WFM) tools such as NICE, Verint, or Genesys, enabling effective real-time monitoring and forecasting.

• Strong proficiency in Microsoft Excel including advanced formulas, pivot tables, and data analysis functionalities.
• Ability to interpret complex datasets quickly and accurately to inform operational decisions.
• Familiarity with contact centre operations and performance metrics, including service levels, average handle time, and customer satisfaction indices.
• Competency in using data visualization tools to create intuitive and actionable dashboards.

We're an international bank, nimble enough to act, big enough for impact. For more than 170 years, we've worked to make a positive difference for our clients, communities, and each other. We question the status quo, love a challenge and enjoy finding new opportunities to grow and do better than before. If you're looking for a career with purpose and you want to work for a bank making a difference, we want to hear from you. You can count on us to celebrate your unique talents and we can't wait to see the talents you can bring us.

Our purpose, to drive commerce and prosperity through our unique diversity, together with our brand promise, to be here for good are achieved by how we each live our valued behaviours. When you work with us, you'll see how we value difference and advocate inclusion.

Together we:

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

In line with our Fair Pay Charter, we offer a competitive salary and benefits to support your mental, physical, financial and social wellbeing.

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.