Real Time Analyst – Workforce Management

ASK Resources; Kuala Lumpur; On-site; MYR 45,000 - 60,000; Full time

Job summary

A dynamic contact centre in Kuala Lumpur is seeking a detail-oriented Real Time Analyst to enhance resource planning strategies across all channels. The selected candidate will monitor performance metrics, analyze data, and provide actionable insights to ensure service level objectives are met. Ideal applicants should have a degree or diploma and 2–3 years of relevant experience, demonstrating strong analytical skills and attention to detail. This role involves shift rotations with a focus on improving efficiency in a fast-paced environment.

Benefits

Exposure to a dynamic contact centre environment

Opportunities for professional growth

Impactful data-driven projects

Qualifications

• Minimum 2–3 years of relevant experience.
• Ability to thrive in a fast-paced environment.
• Willingness to work shift rotations.

Responsibilities

• Ensure Service Level Agreements (SLAs) are met across programs.
• Monitor call volumes and daily attendance.
• Analyze performance data to recommend improvement actions.
• Generate internal reports and provide insights.

Skills

Analytical skills

Attention to detail

Ability to manage multiple projects

Mathematical skills

Education

Recognised Degree or Diploma

Tools

Microsoft Excel

Microsoft Office

Verint Workforce Management

Avaya tools

Job description

Real Time Analyst – Workforce Management

We are looking for a detail-oriented Real Time Analyst to ensure effective and efficient resource planning across all contact channels. You will play a key role in monitoring performance, analyzing data, and implementing actions to meet service level and response time objectives.

Job Objective

We are looking for a detail-oriented Real Time Analyst to ensure effective and efficient resource planning across all contact channels. You will play a key role in monitoring performance, analyzing data, and implementing actions to meet service level and response time objectives.

Key Responsibilities

• Ensure Service Level Agreements (SLAs) are consistently met across programs
• Monitor and manage call volumes, daily attendance, and break schedules
• Analyse performance data to identify causes of under/over performance and recommend improvement actions
• Assist in defining metrics and targets to meet service level goals
• Suggest and implement process improvement initiatives
• Generate daily, biweekly, and monthly internal reports
• Provide actionable insights to Operations Team to adjust staffing and meet productivity targets
• Monitor call volume trends and investigate deviations
• Develop effective schedules to maximize resource utilization
• Support service level action plans and elevate issues as needed
• Perform ad-hoc tasks and project-level responsibilities as required

Key Requirements

Must Have:

• Recognised Degree or Diploma
• Minimum 2–3 years of relevant experience
• Ability to thrive in a fast-paced environment and meet tight deadlines
• Willingness to work shift rotations (Morning shifts only – start times at 7:00 AM, 8:00 AM, or 9:00 AM, Monday to Sunday)
• Strong analytical and mathematical skills
• Ability to manage multiple projects concurrently
• Attention to detail with high levels of accuracy

Technical Skills

• Advanced Microsoft Excel skills; knowledge of VBA macros is a plus
• Proficient in Microsoft Office (Word & Excel)
• Familiarity with Verint Workforce Management, CMS, and Avaya tools

Why Join Us?

• Gain exposure to a dynamic contact centre environment
• Work on data-driven projects that impact operations and customer experience
• Opportunity to grow and develop expertise in Workforce Management

📩 Apply now to join our team and take your career to the next level!