Analyst, Real Time

Klook; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

Klook is seeking a Workforce Management professional in Kuala Lumpur to monitor real-time performance across Voice, Chat, Email, and Ticket channels and to manage intraday staffing based on live conditions. You will lead floor management during service risks and spikes, coordinating with Ops, Planning, and Team Leaders.

You will analyze key drivers like shrinkage, occupancy, and backlog aging, delivering actionable recommendations and preparing intraday and management reports to drive recovery

Qualifications

• 3–5 years of Workforce Management or Real-Time Management experience in a contact center.
• Omnichannel operations experience across Voice, Chat, Email, and Ticket support.
• Knowledge of SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing.
• Proficient in Excel or Google Sheets for data analysis.
• Strong communication and stakeholder management skills.

Responsibilities

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to achieve SLA, queue waiting time, backlog, productivity, and operational KPIs.
• Perform intraday staffing and headcount management with skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or volume spikes, coordinating with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance; provide actionable recovery recommendations.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance, adherence, WFM system updates, and RTA documentation.
• Drive continuous improvement, automation, and process optimization while mentoring junior RTAs on real-time floor management.

Skills

Workforce Management

Real-Time Management

Omnichannel Operations

SLA/KPI Monitoring

Data Analysis

Tools

Peopleware

NICE

Verint

IEX

Job description

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
• Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance, and provide actionable recommendations for recovery and improvement.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support operational decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance monitoring, adherence tracking, WFM system updates, and RTA documentation.
• Drive continuous improvement initiatives, reporting automation, and process optimization while mentoring junior RTAs on real-time floor management and operational control.

What You'll Do

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
• Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance, and provide actionable recommendations for recovery and improvement.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support operational decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance monitoring, adherence tracking, WFM system updates, and RTA documentation.
• Drive continuous improvement initiatives, reporting automation, and process optimization while mentoring junior RTAs on real-time floor management and operational control.

What you’ll need?

• Minimum 3–5 years of experience in Workforce Management or Real-Time Management within a contact center environment.
• Strong experience managing omnichannel operations including Voice, Chat, Email, and Ticket support across multiple queues, languages, or skill groups.
• Good understanding of contact center operational metrics such as SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing principles.
• Hands-on experience with WFM systems (Peopleware, NICE, Verint, IEX, or equivalent) and strong analytical skills using Excel or Google Sheets.
• Strong communication, stakeholder management, and problem-solving skills with the ability to make operational decisions in a fast-paced environment.