Role : Real Time Analyst (Hybrid)
Type : Permanent
Office location : Damansara Height
Base salary range of RM3.3K – RM3.6K
Shift Allowance RM 400
WFH Allowance RM 100
Follow U.S. Public Holidays.
Working Shift: Mon to Fri (8am to 5pm EST / 11am to 8pm EST) - Flexible schedule including nights & weekends as needed
Description:
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
Responsibilities:
- Daily real time monitoring of service levels for all queues for all sites (multiple geos & channels)
- Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
- Build and maintain strong relationships with key stakeholders from all sites
- Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
- Review and process time-off / overtime requests in real time
- Communicate changes to incoming contact patterns to Operations & broader WFM Teams. Act as main point of contact during escalations, facilitating communications between Operations and IT Teams
- Support changes within routing/skilling profiles
- Update and send ad-hoc/standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis
- Work closely with Team Leaders & Sr. Leadership (forecasting & scheduling) to ensure optimal staffing coverage on a daily & weekly basis
- Provide assistance to WFM Team as needed on additional ad-hoc continuous improvement projects
Qualifications:
- 1+ years of previous experience in a WFM or RTA role (scheduling, forecasting, reporting)
- Proven experience with Aspect, Calabrio, Verint or other WFM platform
- Advanced Microsoft Excel skills (lookups, pivot, index/match, SQL)
- Ability to prioritize & meet tight deadlines
- Explain data to all levels of business, adjusting style accordingly based on audience
- 1+ years of experience in a contact center environment
- Demonstrated ability to analyze data, using data to drive decisions, and implementing effective resolutions
- Experience combining information from multiple data sources for root cause analysis, and take meaningful actions as a result
- Ability to maintain composure in critical situations and communication clearly (verbal & written) with stakeholders
- Flexible schedule including nights & weekends as needed
Job Types: Full-time, Permanent
Pay: RM3,300.00 - RM3,600.00 per month
Schedule:
- Day shift
- Night shift
- Rotational shift
Application Question(s):
- When is your availability date to join?
- Are you willing to work on rotation shift?
Experience:
- Real Time Analyst: 1 year (Preferred)
Language:
- English (Preferred)
Work Location: In person