Wfm - Real Time Analyst - Kuala Lumpur, Malaysia - Go-Get Data Consultancy

Go-Get Data Consultancy
Go-Get Data Consultancy
Verified Company
Kuala Lumpur, Malaysia

1 week ago

Siti Tan

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Siti Tan

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Description
Our Client is a dynamic organization committed to delivering exceptional customer experiences through efficient workforce management strategies. We value innovation, collaboration, and a customer-centric approach in all aspects of our business. As we continue to grow, we are seeking a talented Real-Time Analyst to join our Workforce Management team.


Position Overview:

Key Responsibilities:

  • Monitor realtime contact center metrics including call volume, average handle time, agent adherence, and service level attainment.
  • Analyze historical data and trends to forecast staffing requirements and identify opportunities for improvement.
  • Utilize workforce management software to make intraday adjustments to staffing levels, schedules, and breaks to optimize performance.
  • Communicate effectively with Operations teams to provide realtime updates on performance and recommend adjustments to improve service levels.
  • Generate and distribute daily, weekly, and monthly performance reports highlighting key metrics and trends.
  • Identify and escalate operational issues or trends impacting service delivery to appropriate stakeholders.
  • Collaborate with the Forecasting and Scheduling teams to ensure alignment between shortterm and longterm staffing plans.
  • Participate in regular meetings and contribute insights to drive continuous improvement initiatives.

Qualifications:

  • Bachelor's degree in Business Administration, Statistics, Operations Management, or related field.
  • Proven experience in a similar role within a contact center or customer service environment.
  • Proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel.
  • Strong analytical skills with the ability to interpret data, identify trends, and make datadriven decisions.
  • Excellent communication and interpersonal skills with the ability to collaborate effectively across teams.
  • Detailoriented with strong organizational skills and the ability to manage multiple priorities.
  • Flexibility to work nonstandard hours as needed to support 24/7 operations.
Join us in our mission to deliver exceptional customer experiences through efficient workforce management practices. If you are passionate about analytics, thrive in a fast-paced environment, and are committed to driving results, we want to hear from you


Pay:
RM5, RM7,500.00 per month


Application Question(s):

  • Do you have proficiency in workforce management software (e.g., Verint, NICE, Aspect) and MS Excel?

Education:


  • Bachelor's (required)

Experience:


  • Real-Time Analyst
  • Workforce Management (WFM): 2 years (required)
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