Wfm - Real Time Analyst - George Town, Malaysia - growthfn

growthfn
growthfn
Verified Company
George Town, Malaysia

2 days ago

Siti Tan

Posted by:

Siti Tan

beBee Recruiter
Description

WFM - Real Time Analyst

Key Responsibilities

  • Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
  • Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
  • Coordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
  • Recommend procedural and operational guideline changes to improve communications and operational efficiency.
  • Prepare Intra-Day and EndofDay Client and Internal reports while ensuring timeliness and accuracy of data.
  • Analyzing realtime call trends and make adjustments to staffing to ensure service levels as well as company's financial goals (efficiencies) are met.
  • Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
  • Planning and scheduling offphone events.

Qualifications

  • 13 years of experience in the same capacity
  • Strong data analytics and creation of reports
  • Experience in automating task/reports that are manual to reduce cycle time and defects.
  • Proficient user of Excel and understanding call center statistics a must.
  • Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
  • Experience in developing dashboards, and understandable reports and useful visualization.
  • Flexible schedule and excellent attendance record
  • Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)

Job Types:
Full-time, Permanent


Pay:
RM3, RM4,000.00 per month


Benefits:


  • Opportunities for promotion

Schedule:

  • Afternoon shift
  • Day shift
  • Early shift
  • Evening shift
  • Monday to Friday
  • Night shift
  • Rotational shift

Supplemental pay types:

  • Overtime pay
  • Performance bonus
More jobs from growthfn
See all jobs of growthfn