Real Time Analyst

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 :

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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