WFM Real Time Analyst

Teleperformance USA; Kuala Lumpur; On-site; MYR 25,000 - 40,000; Full time

Job summary

A leading company in the call center industry seeks a qualified individual for a compelling role focusing on real-time monitoring, reporting, and analysis of agent performance across various channels. The role involves collaborating with operations to enhance efficiency and requires strong data analytics capabilities alongside proficiency in Excel, VBA, and automation techniques. Ideal candidates should have 1-3 years of relevant experience and be flexible with work schedules.

Qualifications

• 1-3 years of experience in call center analytics or related capacity.
• Experience in automating manual reports and tasks.
• Knowledge of creating dashboards and useful visualizations.

Responsibilities

• Monitor and analyze agent activity across multiple channels.
• Prepare daily reports ensuring accuracy and timeliness.
• Adjust staffing based on real-time call trends to meet service levels.

Skills

Data analytics

Report creation

Call center statistics

Automation of tasks

Excel proficiency

Dashboard development

Tools

Excel

VBA

Macros

Pivot chart tools

Job description

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• Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
• Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
• Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate
  procedures.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
• Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company�s financial goals (efficiencies) are met (IMPORTANT).
• Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
• Planning and scheduling off-phone events.
• Maintain confidentiality relative to organizational strategies, objectives, and practices.

Minimum Skills to Hire:

• 1-3 years of experience in the same capacity.
• Strong data analytics and creation of reports.
• Experience in automating task/reports that are manual to reduce cycle time and defects.
• Proficient user of Excel and understanding call center statistics a must.
• Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.
• Experience in developing dashboards, and understandable reports and useful visualization.
• Flexible schedule and excellent attendance record.
• Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift)