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Assistant Real Time Analytics Expert

TDCXMalaysia

30+ days ago

Job description

Top Reasons to work with TDCX

Attractive remuneration, great perks, and performance incentives
Comprehensive medical, insurance, or social security coverage
World-class workspaces
Engaging activities and recognition programs
Strong learning and development plans for your career growth
Positive culture for you to #BeMore at work
Easy to locate area with direct access to public transport
Flexible working arrangements
Be coached and mentored by experts in your field
Join a global company, winner of hundreds of industry awards

What is your mission?

Provide support, through the use of technology and tools in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term and longer term attention.

In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and / or issue procedural notifications based on trigger events (e.g., average handle time, volume, absenteeism, etc.)

Assist Operations to help provide greater focus on real-time / intraday agent productivity, performance exceptions and schedule adherence

Ensure in collaboration with WFM / Schedulers, accurate and timely agent schedules.

Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets

Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

Candidate must possess at least a Advanced / Higher / Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.

Preferable with 2 years of working experience in the related field is required for this position.

Knowledge in any Work Force Management Software is an advantage;

Ability to perform statistical analysis and produce analytical and informative reports

Must have initiative, drive and work independently with minimum supervision and a good team player.

Excellent verbal and written communication skills in English and the language of supporting market

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