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    Real Time Analyst - Malaysia, Kuala Lumpur - Shopee

    Shopee
    Shopee Malaysia, Kuala Lumpur

    1 week ago

    Shopee background
    Full time Technology / Internet
    Description

    Job Description:

    • Manage the case volumes, daily attendance, and program break schedules.
    • Populate daily, biweekly, and monthly dashboards & reports
    • Provide clear and concise commentary associated with the reports.
    • Work closely with the operations team to analyse and help improve their delivery processes, outline clear corrective action plans along with the workforce manager
    • Use trends and reports to forecast requirements & flag out impact areas.
    • Assist with projects and other duties as requested or assigned.
    • Assist with creation if metrics and targets for services.
    • Generate ideas for process and service improvement planning.

    Requirements:

    • Bachelor's degree or relevant work experience.
    • Prior experience as a contact center agent or in a similar role is preferred.
    • Preferably with knowledge of using real-time monitoring tools and software.
    • Strong analytical and problem-solving skills.
    • Excellent communication and interpersonal skills.
    • Ability to adapt to changing situations and make real-time decisions.
    • Knowledge of key performance metrics and their significance in a contact center environment.
    • Attention to detail and a sense of urgency.
    • Ability to work effectively in a fast-paced environment.
    • Flexibility in working hours, as real-time analysis may require adjustments outside regular office hours.
    • Ability to take initiative
    • Must have good time management with the ability to work with minimal supervision and under tight timelines
    • Excellent attendance record
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