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George Town

    Real Time Analyst - George Town, Malaysia - Teleperformance

    Teleperformance
    Teleperformance George Town, Malaysia

    Found in: Talent MY C2 - 1 day ago

    Default job background
    Full time
    Description

    Overview

    Qualifications

  • 1-3 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)

    • Responsibilities

  • Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
  • 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.
  • Co-ordinate 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 End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
  • Analyzing real-time 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 off-phone events.
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