Real-Time Analyst (WFM) – Contact Center Optimizer

JOB EXPERT GROUP; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

JOB EXPERT GROUP in Kuala Lumpur is hiring an experienced Real-Time Analyst (Contact Center) to oversee workforce planning, forecasting, scheduling, and performance optimization. You will ensure staffing aligns with service levels and monitor KPIs to drive improvements.

The role requires at least 2 years in RTA/WFM in a contact centre, strong analytical skills, and Advanced Excel proficiency, with the ability to work under pressure in real-time environments.

Qualifications

• Min 2 years of RTA/WFM experience in a contact centre.
• Strong analytical and problem-solving skills.
• Advanced Excel is an advantage.

Responsibilities

• Workforce planning & forecasting: analyze data and forecast staffing needs.
• Scheduling & resource allocation: manage end-to-end scheduling for the contact centre.
• Performance monitoring & reporting: track KPIs, provide actionable insights, and produce regular reports.
• Drive improvements in WFM processes, forecasting, scheduling and RTA activities.
• Collaborate with stakeholders to resolve operational gaps and support automation initiatives.

Skills

RTA/WFM experience

Analytical skills

Stakeholder management

Advanced Excel

Job description

JOB EXPERT GROUP in Kuala Lumpur is hiring an experienced Real-Time Analyst (Contact Center) to oversee workforce planning, forecasting, scheduling, and performance optimization. You will ensure staffing aligns with service levels and monitor KPIs to drive improvements.

The role requires at least 2 years in RTA/WFM in a contact centre, strong analytical skills, and Advanced Excel proficiency, with the ability to work under pressure in real-time environments.