Real-Time Workforce Analyst - SLA & Scheduling

Agensi Pekerjaan Job Expert Sdn Bhd; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Training Provided

In-house Opportunity

Medical Insurance Coverage

Job summary

Agensi Pekerjaan Job Expert Sdn Bhd is assisting a leading international bank in Kuala Lumpur with a Real Time Analyst (WFM) role in an in-house call centre. The position focuses on ensuring optimal resource utilization to meet service levels across contact channels and supports project work for continuous performance improvements.

Training provided and in-house opportunity with medical insurance coverage are highlighted benefits.

Qualifications

• Diploma or above with at least 2 years of relevant experience.
• Willing to work rotating shifts (earliest start 6:00 AM, latest end 12:00 AM, any day Monday-Sunday).
• Strong analytical and mathematical skills with attention to detail and accuracy.
• Advanced Microsoft Excel skills; VBA macros are an advantage.
• Able to manage multiple concurrent projects.
• Familiarity with Verint Workforce Management, CMS, and Avaya tools.

Responsibilities

• Manage SLAs across programs and support implementation of related service level action plans.
• Monitor call volume, attendance, and break schedules; track trends and flag exceptional deviations.
• Develop and maintain effective schedules to optimize resource utilization.
• Analyse performance and staffing data to identify gaps and recommend improvement actions to Operations.
• Support creation of service level metrics and targets, and generate process improvement ideas.
• Produce daily, biweekly, and monthly internal reports.
• Manage exception requests, schedule updates, and respond to escalations and ad-hoc requests.
• Undertake other duties as required.

Skills

Analytical skills

Mathematical skills

Excel

VBA macros

Multitasking

Project management

Verint WFM

CMS

Avaya tools

Education

Diploma or above

Tools

Verint Workforce Management

CMS

Avaya

Job description

Agensi Pekerjaan Job Expert Sdn Bhd is assisting a leading international bank in Kuala Lumpur with a Real Time Analyst (WFM) role in an in-house call centre. The position focuses on ensuring optimal resource utilization to meet service levels across contact channels and supports project work for continuous performance improvements.

Training provided and in-house opportunity with medical insurance coverage are highlighted benefits.