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Jobs or company...
T

Real Time Analyst_Night Shift_Remote

  • Full Time, remote
  • Trinity Workforce Solution Sdn Bhd
  • Damansara Jaya, Malaysia
RM 3,300 - RM 3,600 / month
Checking job availability...
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Role : Real Time Analyst

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:

  • Night shift
  • Rotational shift

Application Question(s):

  • Are you willing to work on night shift?
  • When is your availability date to join?

Experience:

  • Real Time Analyst: 1 year (Preferred)

Language:

  • English (Preferred)

Work Location: In person