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SO, Real Time Analyst

SO, Real Time Analyst

United Overseas BankKuala Lumpur, Kuala Lumpur, Malaysia
1 day ago
Job description

About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific, Europe and North America. In Asia, we operate through our head office in Singapore and banking subsidiaries in China, Indonesia, Malaysia and Thailand, as well as branches and offices. Our history spans more than 80 years. Over this time, we have been guided by our values - Honorable, Enterprising, United and Committed. This means we always strive to do what is right, build for the future, work as one team and pursue long-term success. It is how we work, consistently, be it towards the company, our colleagues or our customers.

Job Description

Key Responsibilities

  • Responsible for managing and ensuring the service level agreements for various programs are met
  • Manage the call volume, daily attendance and program break schedules
  • Analyse data to outline reasons for under / over performance and recommend actions to improve performance
  • Assist with creation of metrics and targets to meet service level performance
  • Generate ideas for process improvement planning
  • Produce daily, biweekly and monthly internal reports
  • Runs and analyse reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.
  • Analyse call volume and trends on any exceptional deviations
  • Monitor and develop effective schedule to maximize the use of resources and activities
  • Support the implementation of service level action plans
  • Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.
  • Undertakes and performs other duties as and when required

Key Requirements

  • A recognised Degree or Diploma
  • Minimum 2 to 3 years of relevant experiences
  • Ability to work in fast-paced environment and under tight timelines
  • Ability to work under shift rotation (earliest shift starts at 6 : 00am while latest shift ends at 12am, any day from Monday to Sunday)
  • Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage
  • Excellent analytical and mathematical skills
  • Capable of managing multiple concurrent projects
  • Attention to detail and high levels of accuracy
  • Familiar with Verint Workforce Management, CMS and Avaya tools

    • Essential Technical Skill

  • Proficient in Microsoft Office (Word and Excel)

    • Additional Requirements

    Be a Part of the UOB Family

    UOB is an equal opportunity employer. UOB does not discriminate on the basis of a candidate's age, race, gender, color, religion, sexual orientation, physical or mental disability, or other non-merit factors. All employment decisions at UOB are based on business needs, job requirements and qualifications. If you require any assistance or accommodations to be made for the recruitment process, please inform us when you submit your online application.

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    Analyst • Kuala Lumpur, Kuala Lumpur, Malaysia