Analyst, Workforce Management & Real-Time Operations

TNG Digital Sdn Bhd; Kuala Lumpur; Hybrid; MYR 67,000 - 112,000; Full time

Job summary

TNG Digital Sdn Bhd is seeking an Analyst for Workforce Management & Real-Time Operations in Kuala Lumpur. The role focuses on protecting service levels by monitoring live demand, agent availability, and schedule adherence, while coordinating intraday recovery actions.

You will support short-term forecasting, capacity planning, and produce accurate workforce reports, ensuring stable operations for a 24/7 contact-centre environment.

Qualifications

• Bachelor's degree in Business Analytics, Operations, Mathematics, Statistics or related field.
• Minimum 2 years in contact-centre real-time management, scheduling or reporting.
• Solid understanding of service levels, answer rate, abandonment and occupancy.
• Proficient in Microsoft Excel (formulas, pivot tables, data analysis and reporting).
• Experience with WFM, ACD, telephony or contact-centre reporting platforms preferred.
• Strong numerical reasoning, attention to detail and fast pattern recognition.
• Clear communication and coordination with Team Leaders during live service pressure.

Responsibilities

• Monitor real-time call volume, service level, answer rate, abandonment, AHT, occupancy, agent status, and schedule adherence.
• Identify actual or projected service risks and issue timely alerts with recommended recovery actions.
• Coordinate intraday actions with Team Leaders, including break adjustments, offline-activity movement, overtime, and contingency deployment.
• Track attendance, late login, absenteeism, leave, system downtime, and other events affecting staffing capacity.
• Maintain daily staffing plans, rosters, shift assignments, break patterns, and operational coverage.
• Produce intraday, end-of-day, weekly, and monthly workforce-management reports.

Skills

Real-time WFM

Data analysis

Attention to detail

Pattern recognition

Communication

Education

Bachelor's in Business Analytics/Operations/Math/Statistics

Tools

WFM systems

ACD

Telephony platforms

Excel (pivot tables)

Job description

Analyst, Workforce Management & Real-Time Operations##### Contact usLoginBack# Analyst, *Workforce Management & Real-Time Operations*NEWKuala Lumpur, MalaysiaPermanent#### Duties & Responsibilities* The incumbent is responsible for protecting contact-centre service levels by monitoring live queue demand, agent availability, and schedule adherence. The primary goal is to identify operational risks early, coordinate intraday recovery actions, and provide accurate workforce information for inbound voice operations.* JOB RESPONSIBILITIES* Monitor real-time call volume, service level, answer rate, abandonment, AHT, occupancy, agent status, and schedule adherence.* Identify actual or projected service risks and issue timely alerts with recommended recovery actions.* Coordinate intraday actions with Team Leaders, including break adjustments, offline-activity movement, overtime, and contingency deployment.* Track attendance, late login, absenteeism, leave, system downtime, and other events affecting staffing capacity.* Maintain daily staffing plans, rosters, shift assignments, break patterns, and operational coverage.* Support short-term forecasting and capacity planning using historical volume, AHT, shrinkage, and business-event assumptions.* Produce accurate intraday, end-of-day, weekly, and monthly workforce-management reports.* Analyse forecast-versus-actual performance and explain material variances in volume, handling time, staffing, and service outcomes.* Support business-continuity actions and recommend schedule, process, or staffing improvements that strengthen service stability.#### Requirements* Minimum Diploma or Bachelor's Degree in Business Analytics, Operations, Mathematics, Statistics, or a related field.* Minimum 2 years of contact-centre experience with exposure to real-time management, scheduling, workforce planning, or operational reporting.* Strong understanding of service level, answer rate, abandonment, AHT, occupancy, shrinkage, and schedule adherence.* Proficiency in Microsoft, including formulas, pivot tables, data analysis, and reporting.* Experience with WFM, ACD, telephony, or contact-centre reporting platforms is preferred.* Strong numerical reasoning, attention to detail, and ability to identify operational patterns quickly.* Clear communication skills and confidence coordinating time-sensitive actions with Team Leaders and management.* Ability to remain calm, prioritise effectively, and provide recommendations during live service pressure.* Experience supporting 24/7 or multi-queue contact-centre operations is an advantage.* Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service environments is preferred.* Willingness to work rostered shifts aligned with contact-centre operating hours.Apply Now