Full Time Real Time Analyst (RTA) - English Speaking Jobs, Salary up to MYR 4,000 in Right Recruit Federal Territory - Maukerja

Job Responsibilities:

• Monitor real-time call center operations, including agent availability, attendance, breaks, and queue performance.
• Monitor key performance indicators (KPIs) such as Service Level, Average Handle Time (AHT), Occupancy, and Adherence.
• Track call volumes, waiting times, and queue status to identify potential service-level issues.
• Manage and monitor agent schedules, including breaks, lunches, overtime, and shift adherence.
• Take immediate action to address staffing gaps and operational issues affecting service levels.
• Coordinate with Team Leaders, Operations, and Workforce Management teams to manage real-time staffing requirements.
• Provide real-time updates and alerts on queue performance, call volume spikes, and staffing concerns.
• Prepare and maintain daily reports on attendance, adherence, staffing, and operational performance.
• Identify trends and operational gaps and escalate issues to the relevant stakeholders.
• Support intraday workforce adjustments to ensure sufficient staffing coverage and maintain service-level targets.

Job Types: Full-time, Permanent

Pay: RM3,500.00 - RM4,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Application Question(s):

• What is your current basic salary and expected basic salary?
• Will you able work on rotational shift?
• How you travel to work?
• Where is your current location?
• How many months of notice you required to serve?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• RTA : 2 years (Preferred)

Work Location: In person