Senior Operations & Scheduling Analyst (VBA)

UOB; Kuala Lumpur; On-site; MYR 89,000 - 134,000; Full time

Job summary

UOB Centre of Excellence (M) Sdn. Bhd invites applications for a Senior Officer to be based onsite at The Intermark Vista Tower (UCOE) in Kuala Lumpur. The role focuses on managing service levels, call volumes, attendance, and reporting across programs.

The ideal candidate holds a recognized degree or diploma with 2–3 years of relevant experience, proficient Excel and data analysis, and the ability to work in shift rotations from early morning to late night. VBA skills are advantageous.

Qualifications

• Requires a recognized Degree or Diploma.
• 2–3 years of relevant experience minimum.
• Able to work in a fast-paced environment and tight timelines.
• Must be able to work in shift rotation (earliest 6:00am, latest 12am).
• Advanced Excel skills with VBA macros knowledge advantageous.

Responsibilities

• Manage and ensure service level agreements across programs.
• Control call volume, attendance and break schedules.
• Analyze data to identify performance gaps and suggest improvements.
• Create metrics and targets to meet SLA performance.
• Produce daily, biweekly and monthly internal reports.

Skills

Advanced Excel

VBA macros

Analytical skills

Attention to detail

Fast-paced environment

Shift work

Education

Degree or Diploma

Tools

Verint Workforce Management

CMS

Avaya tools

Job description

UOB Centre of Excellence (M) Sdn. Bhd invites applications for a Senior Officer to be based onsite at The Intermark Vista Tower (UCOE) in Kuala Lumpur. The role focuses on managing service levels, call volumes, attendance, and reporting across programs.

The ideal candidate holds a recognized degree or diploma with 2–3 years of relevant experience, proficient Excel and data analysis, and the ability to work in shift rotations from early morning to late night. VBA skills are advantageous.