Analyst, Real Time

KLOOK TRAVEL TECHNOLOGY PTE. LTD.; Singapore; On-site; SGD 60,000 - 82,000; Full time

Job summary

KLOOK Travel Technology PTE. LTD. is seeking an experienced Workforce/Real-Time Manager to monitor multi-channel performance and drive intraday staffing decisions. You will balance queues, optimize schedules, and lead floor management during high-volume periods.

Ideal candidates bring 3–5 years in WFM/RTM, strong analytics with WFM systems, and excellent communication to influence stakeholders in a fast-moving travel tech environment.

Qualifications

• 3–5 years of experience in Workforce Management or Real-Time Management within a contact center
• Experience managing omnichannel operations (Voice, Chat, Email, Ticket) across multiple queues/languages/skills
• Solid understanding of contact center metrics (SLA, occupancy, shrinkage, adherence, productivity, backlog)
• Hands-on with WFM systems (Peopleware, NICE, Verint, IEX or equivalent) and strong Excel/Sheets analytics
• Strong communication, stakeholder management and problem-solving for fast-paced environments

Responsibilities

• Monitor and manage real-time performance across Voice, Chat, Email and Ticket channels to meet KPIs
• Intraday staffing and headcount management including skilling, queue balancing and recovery planning
• Lead real-time floor management during service risks or spikes, coordinating with Ops and Team Leaders
• Analyze performance drivers (shrinkage, AHT, absenteeism, occupancy, backlog aging, forecast variance) and propose recovery actions
• Prepare intraday reports, flash updates, queue analysis, backlog tracking and management reporting
• Ensure accuracy and compliance of real-time activities (attendance, adherence, WFM updates)
• Drive continuous improvements, automation, and mentoring of junior RTAs in real-time floor management

Skills

Workforce management

Real-time management

Omnichannel operations

Analytical skills

Communication

Tools

Peopleware

NICE

Verint

IEX

Job description

What You'll Do:

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
• Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance, and provide actionable recommendations for recovery and improvement.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support operational decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance monitoring, adherence tracking, WFM system updates, and RTA documentation.
• Drive continuous improvement initiatives, reporting automation, and process optimization while mentoring junior RTAs on real-time floor management and operational control.

What you'll need?

• Minimum 3-5 years of experience in Workforce Management or Real-Time Management within a contact center environment.
• Strong experience managing omnichannel operations including Voice, Chat, Email, and Ticket support across multiple queues, languages, or skill groups.
• Good understanding of contact center operational metrics such as SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing principles.
• Hands-on experience with WFM systems (Peopleware, NICE, Verint, IEX, or equivalent) and strong analytical skills using Excel or Google Sheets.
• Strong communication, stakeholder management, and problem-solving skills with the ability to make operational decisions in a fast-paced environment.