WFM Real Time Analyst

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Sunday 15 June 2025 at 16 : 00 | Expires Monday 23 June 2025 at 15 : 59

GENERAL SUMMARY :

The WFM RTA is responsible for monitoring key / critical queues in real time using CMS Supervisor (or equivalent queue management software). WFM RTAs liaise directly with Operations teams to ensure all agents are adhering to assigned schedules / shifts, and to ensure acceptable thresholds for : Transaction time, hold time, Wrap time and other Aux usages.

Duties and Responsibilities :

• Monitor agent activity in real time, Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles.
• Real Time Service Level monitoring of all queues, advising leaders when calls are in queue and advise corrective actions that should be taken including deferring or cancelling of Meetings, Coaching and other offline activities until Service levels have recovered to acceptable levels.
• Adjusting CSR Skills in real time, to achieve Service Levels.
• Update and maintain accuracy of agents status. This involves processing changes and exceptions, leave tracking, and other key indicators.
• Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
• Perform comprehensive attendance management including frequent monitoring of Attendance. Ensure attendance occurrences are updated to agent's schedules in a timely fashion.
• Provide ad-hoc reporting for management as requested.
• Optimize breaks and lunches to minimize impact to Service Level.
• Make recommendation for time off / Leave capacity allowance during periods of overstaffing.
• Reforecast when call volumes or AHT are not matching original forecasts to evaluate performance for the remainder of the day.
• Process requests for time off including vacation and unpaid leave.
• Assist Forecast / Scheduling Analysts as required.
• Assist with daily / weekly / monthly reporting as required

KNOWLEDGE, SKILLS & ABILITIES REQUIRED :

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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