Live Operations & Workforce Planning Analyst

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

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.