Real-Time Workforce Planner & Insights Analyst

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

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.