Real-Time Operations Analyst — On-Site (Yogyakarta)

TP; Kota Yogyakarta; Vor Ort; IDR 60.000.000 - 120.000.000; Vollzeit

Zusammenfassung

TP in Yogyakarta is seeking a proactive Real-Time Analyst to monitor live queues, track adherence, and manage staffing in a fast-paced contact center. You will collaborate with Operations, WFM, and IT to identify risks and optimize service levels in real time.

The role emphasizes data-driven decision-making, problem-solving under pressure, and clear stakeholder communication. On-site work with rotating shifts is expected.

Qualifikationen

• Bachelor’s degree in any major.
• Experience in Real-Time Analyst, Real-Time Monitoring, Workforce Management, or contact center operations.
• Experience in the BPO or call center industry is a strong plus.
• Familiarity with real-time monitoring, agent adherence, queue management, and service-level performance.
• Strong Microsoft Excel or Google Sheets proficiency for data analysis and reporting.
• Exposure to WFM or ACD platforms such as NICE IEX, Verint, Genesys Cloud, Avaya CMS, Cisco Finesse, or Amazon Connect.
• Strong analytical and problem-solving skills with data interpretation.
• Excellent communication skills and ability to deliver updates to stakeholders.
• Able to work under pressure and make data-driven decisions in a fast-paced environment.
• Proactive, detail-oriented, adaptable, and comfortable with real-time changes.
• Willing to work fully on-site (WFO) in Yogyakarta.
• Willing to work on rotating or shift-based schedule.

Aufgaben

• Real-Time Performance Monitoring: monitor queues, volumes, waiting times, SLA, and raise alerts when targets are missed.
• Agent Adherence & Productivity Monitoring: track logins, adherence, break times, and staffing needs in real time.
• Incident & Outage Management: coordinate with IT and communicate updates during system interruptions.
• Reporting & Performance Analysis: prepare hourly and end-of-day reports and analyze variances.

Kenntnisse

Real-Time Analyst

Real-Time Monitoring

Workforce Management

Call Center Operations

Excel proficiency

Ausbildung

Bachelor’s degree

Tools

NICE IEX

Verint

Genesys Cloud

Avaya CMS

Cisco Finesse

Amazon Connect

Jobbeschreibung

TP in Yogyakarta is seeking a proactive Real-Time Analyst to monitor live queues, track adherence, and manage staffing in a fast-paced contact center. You will collaborate with Operations, WFM, and IT to identify risks and optimize service levels in real time.

The role emphasizes data-driven decision-making, problem-solving under pressure, and clear stakeholder communication. On-site work with rotating shifts is expected.