Senior Workforce Analytics & Scheduling Lead

uobgroup; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

6250 UOB Centre of Excellence (M) Sdn. Bhd in Kuala Lumpur is seeking an Operations Analyst to ensure service levels for multiple programs.

The role requires a degree or diploma and 2–3 years of relevant experience, with the ability to work in a fast-paced, shift-based environment starting as early as 6:00am and finishing around midnight. You will analyze call volumes and performance, develop schedules to maximize resources, and produce regular internal reports.

Qualifications

• Degree or Diploma required with 2–3 years in similar role.
• Strong MS Excel skills; VBA macros knowledge preferred.
• Experience with shift-based schedules and call-center metrics.
• Familiarity with Verint WFM, CMS, and Avaya tools.

Responsibilities

• Manage service level agreements for programs.
• Handle call volume, attendance and shift schedules.
• Analyze data to identify under/over performance and propose actions.
• Create metrics and targets to meet service levels.
• Generate daily, biweekly and monthly internal reports.
• Analyze reports to adjust staffing for productivity goals.
• Monitor call volume trends and deviations.
• Develop schedules to maximize resource use.
• Support service level action plans implementation.
• Respond to escalations and ad-hoc requests.

Skills

Excel VBA

Data analysis

Shift scheduling

Verint WFM

CMS

Education

Degree or Diploma

Tools

Verint WFM

CMS

Avaya

Job description

6250 UOB Centre of Excellence (M) Sdn. Bhd in Kuala Lumpur is seeking an Operations Analyst to ensure service levels for multiple programs.

The role requires a degree or diploma and 2–3 years of relevant experience, with the ability to work in a fast-paced, shift-based environment starting as early as 6:00am and finishing around midnight. You will analyze call volumes and performance, develop schedules to maximize resources, and produce regular internal reports.