Real Time Analyst

ManpowerGroup; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading organization in Kuala Lumpur is seeking a Real Time Analyst. In this role, you will manage operational tasks including call volume monitoring, data analysis, and resource scheduling to ensure compliance with performance standards. The ideal candidate will possess strong analytical skills, advanced Microsoft Excel proficiency, and experience in workforce management. This position offers the chance to work in a dynamic environment with rotating shifts.

Qualifications

• 2–3 years of relevant experience in workforce management or related fields.
• Ability to thrive in a fast-paced environment and meet tight deadlines.
• Flexibility to work on rotating shifts between 6:00 am and 12:00 am.

Responsibilities

• Manage call volume, daily attendance, and program break schedules.
• Monitor service levels and implement action plans.
• Analyze data to identify reasons for performance issues.

Skills

Advanced Microsoft Excel skills

Strong analytical skills

Mathematical skills

Ability to manage multiple projects

Education

Recognized Degree or Diploma

Tools

Verint Workforce Management

CMS

Avaya tools

Microsoft Office

Job description

About the Employer

Our client is a leading organization committed to operational excellence and continuous improvement. With a focus on delivering high-quality services, the employer values innovation, efficiency, and strong analytical capabilities to support business growth and customer satisfaction.

Job Responsibilities

As a Real Time Analyst, you will play a critical role in ensuring smooth operations and meeting service level agreements across multiple programs. Key responsibilities include:

• Managing call volume, daily attendance, and program break schedules
• Monitoring service levels and implementing action plans to achieve performance targets
• Analyzing data to identify reasons for under/over performance and recommending improvements
• Assisting in the creation of metrics and targets to drive service level performance
• Producing daily, biweekly, and monthly internal reports
• Running and analyzing reports to provide actionable recommendations for staffing adjustments
• Tracking call volume trends and addressing exceptional deviations
• Developing effective schedules to maximize resource utilization
• Supporting process improvement initiatives and generating ideas for operational efficiency
• Handling daily exception requests, escalations, and ad-hoc tasks
• Performing other duties as required to support departmental goals

Job Requirements

To succeed in this role, candidates should meet the following requirements:

• A recognized Degree or Diploma
• 2–3 years of relevant experience in workforce management or related fields
• Ability to thrive in a fast-paced environment and meet tight deadlines
• Flexibility to work on rotating shifts (between 6:00 am and 12:00 am, Monday to Sunday)
• Advanced Microsoft Excel skills; knowledge of VBA macros is an advantage
• Strong analytical and mathematical skills with high attention to detail and accuracy
• Experience managing multiple concurrent projects
• Familiarity with Verint Workforce Management, CMS, and Avaya tools
• Proficiency in Microsoft Office (Word and Excel)