Senior Workforce Analytics & Scheduling Officer

UOB

Malaysia

On-site

MYR 60,000 - 96,000

Full time

10 days ago

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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

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,

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