Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
Job Description
Posted Thursday 20 March 2025 at 16 : 00 | Expires Monday 21 April 2025 at 15 : 59
Description :
Prometric is seeking a Real Time Analyst (RTA) to be part of the Remote Assessments Team. This role will be responsible for real-time monitoring of service levels & staff performance during the day to ensure effective management of incoming customer interactions. This position will work directly with BPO and in-house Operations Teams and will have high visibility.
Responsibilities :
- Daily real-time monitoring of service levels for all queues for all sites (multiple geos & channels)
- Oversee Agent performance from all teams at all sites and keep Operations stakeholders informed
- Build and maintain strong relationships with key stakeholders from all sites
- Drive real-time adherence targeting expected capacity against actual performance to achieve service levels & efficiency metric goals
- Review and process time-off / overtime requests in real-time
- Communicate changes to incoming contact patterns to Operations & broader WFM Teams. Act as main point of contact during escalations, facilitating communications between Operations and IT Teams
- Support changes within routing / skilling profiles
- Update and send ad-hoc / standard reports related to performance of each site, including but not limited to shrinkage, occupancy, latency, incoming volume and aux time on a daily, weekly, monthly basis
- Work closely with Team Leaders & Sr. Leadership (forecasting & scheduling) to ensure optimal staffing coverage on a daily & weekly basis
- Provide assistance to WFM Team as needed on additional ad-hoc continuous improvement projects
Basic Qualifications :
1+ years of experience in a contact center environmentIntermediate Microsoft Excel skills, Power BI, SQL, & WFM Tool.Decision making & complex problem-solving skillsAnalytical with attention to detailAbility to build relationships quicklyDemonstrated ability to analyze data, using data to drive decisions, and implementing effective resolutionsExperience combining information from multiple data sources for root cause analysis, and take meaningful actions as a resultAbility to maintain composure in critical situations and communication clearly (verbal & written) with stakeholdersFlexible schedule including nights & weekends as neededKuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
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