Real Time Analyst – Workforce Management

We are looking for a Real Time Analyst – Workforce Management to support the efficient utilization of resources and ensure service level and response time objectives are achieved across contact centre channels.

This role is ideal for candidates with experience in Workforce Management, Real-Time Management, Contact Centre Operations, Reporting or Data Analysis, who are comfortable working with operational data and making timely recommendations to improve workforce performance.

Key Responsibilities

• Monitor and manage service level performance across various contact centre programmes.
• Monitor call volumes, daily attendance, schedules and break activities.
• Analyse operational data and identify reasons for under- or over-performance.
• Recommend appropriate actions to improve productivity and service levels.
• Analyse call volume, workforce trends and exceptional deviations.
• Run daily, biweekly and monthly WFM and performance reports.
• Provide actionable recommendations to Operations teams on staffing levels and resource allocation.
• Develop and monitor schedules to maximise workforce utilisation.
• Support the implementation of service level and workforce action plans.
• Manage daily exception requests, schedule adjustments and escalated operational issues.
• Assist with developing performance metrics and targets.
• Identify opportunities for process improvement.
• Support project-level activities and other ad-hoc WFM requirements.

Requirements

• Diploma or Degree in any relevant discipline.
• 2–3 years of relevant experience in Workforce Management, Real-Time Management, Contact Centre Operations, Reporting, Data Analysis or a similar function.
• Strong analytical and mathematical skills with good attention to detail.
• Advanced Microsoft Excel skills are required.
• Knowledge of VBA Macros will be an added advantage.
• Experience with Verint Workforce Management, CMS and/or Avaya is highly advantageous.
• Proficient in Microsoft Office, particularly Excel.
• Able to analyse data and translate findings into practical operational recommendations.
• Comfortable managing multiple tasks and working under tight timelines.
• Able to work effectively in a fast-paced contact centre environment.

What We’re Looking For

We are particularly interested in candidates who enjoy working with numbers, operational data and workforce planning, and who can respond quickly to changes in call volumes, attendance and service levels.

If you have experience in Real-Time Analyst / WFM / Workforce Management / Contact Centre Reporting, we would like to hear from you.

Apply now or send your updated CV to explore this opportunity.

Pay: RM3,000.00 - RM4,000.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person