Workforce Analyst

Keypath Education; Kuala Lumpur; Remote; MYR 60,000 - 80,000; Full time

Job summary

An EdTech company in Kuala Lumpur is seeking a Workforce Analyst for a 6-month contract. Responsibilities include analyzing workforce data to improve contact center performance. Candidates should have 2+ years of experience in a call-center environment, strong analytical and communication skills, and be proficient in data analysis tools. This position allows for flexible working hours from 7AM to 3PM, Monday to Friday.

Benefits

Paid Mental Health days

Access to LinkedIn Learning

Company events and activities

Qualifications

• 2+ years of experience in a call-center environment as a Real Time Analyst/Workforce Analyst.
• Ability to analyze historical and real-time data.
• Strong communication skills to convey complex information.

Responsibilities

• Gather and analyze workforce data and performance metrics.
• Translate complex data into insights.
• Adjust staffing based on real-time data.

Skills

Real Time Analyst/Workforce Analyst experience

Data analysis

Attention to detail

Problem identification and solution

Communication skills

Time management

Proficient using Genesys Cloud

Proficient in Microsoft Excel

Tools

Genesys Cloud

Microsoft Excel

Workforce optimization software

Job description

Company Description

Keypath Education – Ranked Best Place to Work in Australia by WRK+ (2021 – 2024)

Keypath Education is a global EdTech company partnering with leading universities to deliver online programs that address real-world social and economic challenges.

Work Anywhere:

At Keypath Education, flexibility is our strength. We put our people first, allowing you to choose where you work – from home, in the office, or both. We welcome applications from candidates located anywhere in Malaysia, provided you have a strong, reliable internet connection.

Please note that only candidates residing in Malaysia with full working rights will be eligible for consideration.

Job Description

We are seeking a Workforce Analyst to join Keypath Education on a 6-month fixed-term contract to provide critical support during a maternity leave period. In this role you will support the Workforce Manager to deliver insights into workforce capacity and ensure our contact center can meet student expectations across multiple functions and channels.

You will collaborate with Student Operations teams to provide accurate data that supports both tactical and long-term workforce decisions. The role involves monitoring real-time performance, adjusting staffing levels, and communicating with team leaders to address immediate operational needs.

Your contribution will help maintain service levels and empower our teams to deliver exceptional student experiences through effective workforce planning and real-time strategies. The successful candidate will be based in Malaysia and will be part of and working with our Australian business directly. Working hours will be 7AM – 3PM daily from Monday to Friday.

Responsibilities

• Gather and analyze workforce data and performance metrics to identify trends and guide planning.
• Translate complex data into clear, compelling insights for non-technical stakeholders.
• Undertake WFM analytics projects and tasks, both as directed and as proactively identified.
• Maintain accurate rosters that align with business requirements.
• Monitor real-time call volumes, advisor availability, and service levels across multiple channels.
• Adjust intraday staffing plans based on actual volumes, absenteeism, and advisor availability.
• Provide timely performance reporting and updates to Team Leaders and Managers, highlighting areas of concern.
• Communicate real-time performance insights and recommend actions to improve contact center outcomes.
• Respond quickly to service disruptions or outages impacting contact center targets.
• Conduct ad hoc analysis to resolve issues or provide operational insights.
• Ensure compliance with company policies and adherence to schedules.
• Ensure data quality and spot trends to guide strategic workforce planning.

Qualifications

• 2+ years demonstrated Real Time Analyst/Workforce Analyst experience in a call-center environment.
• Proven experience in analyzing data, both historical and in real time and making quick, informed decisions based on that data.
• Keen attention to detail, especially when monitoring multiple data points simultaneously.
• Ability to identify problems quickly and implement effective solutions with minimal disruption to operations.
• Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholders.
• Ability to manage multiple tasks and priorities in a fast paced, dynamic environment.
• Proficient using Genesys Cloud telephony technology. Strong proficiency in Microsoft Excel and experience with workforce optimization software.
• Strong time management skills, ensuring that all tasks are completed within the required timeframe.

Benefits and Rewards

• All the necessary equipment for success.
• Paid Mental Health days for your well-being.
• Access to LinkedIn Learning.
• Learning Labs designed to promote L&D.
• Toolkits for Digital Health and Mental Health support.
• Employee led programs such as Culture Club, Team Green, Sustainability and more.
• Company events and activities run in office and remotely.

Why Keypath?

• Embrace Your Authentic Self: A supportive culture recognized as a top workplace (Ranked #6 on 2024 the Best Places to Work Australia©).
• Global EdTech Leader: Join an industry on the rise.
• Continuous Growth: Upskill through discounted study opportunities.
• Transform the World: Contribute to upskilling and reskilling globally.
• Make an Impact: Help solve future economic and social challenges.

Join Keypath and make a difference. We welcome applicants from diverse backgrounds and offer inclusive support throughout the recruitment process.

Apply now to unlock your potential with Keypath!