Real Time Analyst (RTA) - Workforce Management

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

Job summary

A leading call centre management firm in Kuala Lumpur is seeking a Real Time Analyst (RTA) - Workforce Management. This full-time role involves monitoring call centre metrics, collaborating with leaders for staffing adjustments, and providing performance reporting. The ideal candidate has at least 2 years in workforce management, strong data analysis skills, and excellent communication abilities. Competitive benefits and a supportive work environment are offered.

Benefits

Competitive remuneration

Career growth opportunities

Wellness initiatives

Qualifications

• Minimum 2 years of experience in workforce management or real-time analytics.
• Proficiency in data analysis, forecasting, and performance reporting.
• Strong problem-solving skills and ability to make data-driven decisions.

Responsibilities

• Monitor and analyse call centre performance metrics.
• Implement real-time adjustments to staffing and schedules.
• Provide reporting on call centre performance and trends.
• Assist in workforce management strategies.
• Coordinate scheduling of agent breaks and time-off requests.

Skills

Data analysis

Forecasting

Performance reporting

Problem-solving

Communication

Interpersonal skills

Tools

Excel

Tableau

Job description

Real Time Analyst (RTA) - Workforce Management

Foundever Malaysia Sdn.Bhd is seeking a dynamic Real Time Analyst (RTA) - Workforce Management to join our team in Kuala Lumpur City Centre, Kuala Lumpur. As a full-time Real Time Analyst, you will play a crucial role in optimising our call centre operations by leveraging your expertise in workforce management.

Key Responsibilities

Continuously monitor and analyse call centre performance metrics to ensure efficient staffing levels and optimal resource utilisation

Collaborate with team leaders and supervisors to implement real-time adjustments to staffing and schedules in response to fluctuating call volumes and agent availability

Provide timely and accurate reporting on call centre performance, identifying trends and opportunities for improvement

Assist in the development and implementation of workforce management strategies and best practices

Support the coordination and scheduling of agent breaks, lunches, and other time-off requests

Contribute to the continuous enhancement of workforce management processes and tools

What We're Looking For

Minimum 2 years of experience in a workforce management or real-time analytical role within a call centre or customer service environment

Strong proficiency in data analysis, forecasting, and performance reporting using tools such as Excel, Tableau, or similar

Excellent problem-solving and critical-thinking skills, with the ability to make data-driven decisions

Highly organised and detail-oriented, with the capacity to multitask and work under pressure

Effective communication and interpersonal skills to collaborate with team members and stakeholders

Familiarity with workforce management principles and best practices in the call centre industry

What We Offer

At Foundever Malaysia Sdn.Bhd, we are committed to providing a dynamic and supportive work environment that fosters professional development and work-life balance. Our comprehensive benefits package includes competitive remuneration, opportunities for career growth, and a range of wellness initiatives to support your overall well-being.

If you are ready to embark on an exciting and rewarding career as a Real Time Analyst (RTA) - Workforce Management, we encourage you to apply now.

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