Senior Officer

UOB; Malaysia; On-site; MYR 60,000 - 96,000; Full time

Job summary

6250 UOB Centre of Excellence (M) Sdn. Bhd is seeking a detail‑oriented Operations Analyst to support service level management for multiple programs within the contact center. You will analyze call volume, attendance, and performance trends to drive staffing decisions and process improvements.

The role requires a degree or diploma, 2–3 years of relevant experience, and advanced Excel with VBA. Shift rotation includes early mornings to late nights, Monday to Sunday, with a collaborative,

Qualifications

• Degree or Diploma in a relevant field.
• Strong analytical and numeric aptitude.
• Experience in contact center or operations preferred.

Responsibilities

• Manage service levels for multiple programs within the contact center.
• Monitor call volume, attendance, and schedule adherence.
• Analyze performance trends and recommend actions.
• Create metrics and targets to improve SLAs.
• Prepare daily, weekly, and monthly reports for Operations.
• Support staffing adjustments to meet productivity goals.
• Identify deviations and propose process improvements.
• Maintain schedules and respond to escalated requests.

Skills

Advanced Excel

VBA macros

Data analysis

Analytical thinking

Education

Degree or Diploma

Tools

Verint Workforce Management

CMS

Avaya

Job description

Company: 6250 UOB Centre of Excellence (M) Sdn. Bhd

About UOB

United Overseas Bank Limited (UOB) is a leading bank in ASEAN with a global network in Southeast Asia, Asia Pacific, Europe and North America. Operating through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia, Thailand and Vietnam, we have a global network of about 430 branches and offices in 19 markets. At the heart of UOB is our culture, shaped by the UOB Way and anchored on our four values – Honourable, Enterprising, United and Committed. For more than 90 years, these values have guided how we do right by our customers, collaborate with one another and create long-term value for the communities we operate in. As One Bank, we are committed to helping our colleagues build sustainable careers grounded in purpose, supported by strong values, and enriched with meaningful opportunities to grow.

Job Description

Key Responsibilities

• Responsible for managing and ensuring the service level agreements for various programs are met.
• Manage the call volume, daily attendance and program break schedules.
• Analyze data to outline reasons for under/over performance and recommend actions to improve performance.
• Assist with creation of metrics and targets to meet service level performance.
• Generate ideas for process improvement planning.
• Produce daily, biweekly and monthly internal reports.
• Runs and analyses reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.
• Analyze call volume and trends on any exceptional deviations.
• Monitor and develop effective schedule to maximize the use of resources and activities.
• Support the implementation of service level action plans.
• Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.
• Undertakes and performs other duties as and when required.

Job Requirements

• A recognized Degree or Diploma
• Minimum 2 to 3 years of relevant experiences
• Ability to work in fast-paced environment and under tight timelines.
• Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday
• Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage.
• Excellent analytical and mathematical skills Capable of managing multiple concurrent projects

Attention to detail and high levels of accuracy.

Familiar with Verint Workforce Management, CMS and Avaya tools

Additional Requirements

Be a Part of the UOB Family

UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate’s age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.