Analyst - Real Time/Workforce | In-house Call Centre (No mid-night shift)

About the Role
Join a leading international bank with a strong presence across Malaysia and Asia, known for innovative financial solutions and digital transformation. As a Real Time Analyst (WFM) , you will ensure the effective utilization of resources to meet service level and response time targets across all contact channels, while supporting project work and driving continuous performance improvements.

Benefits

• Training Provided
• In-house Opportunity
• 21 days Annual Leave
• Medical Insurance Coverage
• Fixed Shift Allowance
• Transport Allowance

Key Responsibilities

• Manage SLAs across programs and support implementation of related service level action plans
• Monitor call volume, attendance, and break schedules; track trends and flag exceptional deviations
• Develop and maintain effective schedules to optimize resource utilization
• Analyse performance and staffing data to identify gaps and recommend improvement actions to Operations
• Support creation of service level metrics and targets, and generate process improvement ideas
• Produce daily, biweekly, and monthly internal reports
• Manage exception requests, schedule updates, and respond to escalations and ad-hoc requests
• Undertake other duties as required

Requirements

• Diploma or above, with at least 2 years of relevant experience
• Willing and able to work rotating shifts (earliest start 6:00 AM, latest end 12:00 AM, any day Monday–Sunday)
• Strong analytical and mathematical skills, with attention to detail and accuracy
• Advanced Microsoft Excel skills; knowledge of VBA macros is an advantage
• Able to manage multiple concurrent projects
• Familiarity with Verint Workforce Management, CMS, and Avaya tools