Realtime Analyst (RTA)

At Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.

Be a part of something BIG!

Short Descriptions :

• Keep track the productivity of agents in Contact Center on Real Time basis.
• Work hand-in-hand with Operations to ensure all systems issues are addressed and escalated.
• Preparing reports of the performance and other ad-hoc reports for Top Management.

 Make an Impact by:

• Identify the components used to track daily performance.
• Develop the processes for identification of schedule exceptions including minimum length, approval process, submission to Workforce Management team, data entry responsibilities, and tracking.
• Identify reaction strategies for both overstaffing and understaffing.
• Describe methods of managing and optimizing off-phone time.
• Identify steps to take when service goals are missed.
• Identify the elements of managing attendance and adherence.
• Quantify the impact of poor schedule adherence.
• Identify the impact of missing staff on service, occupancy and cost.

Skills for Success:

• At Least Diploma holder
• Minimum 3 years of experience in Contact Center.
• Good knowledge in forecasting and planning.
• Good Knowledge on software computer applications for instance MS Excel, Power Point, MS Word.
• Self-driven individual with a positive attitude and strong communication skills.
• Ability to work with minimum supervision
• Willing to work in shift rotational basis.

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Rewards that Go Beyond: 

• Full suite of health and wellness benefits
• Ongoing training and development programs
• Internal mobility opportunities

Working Location:

Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka. 

Your Career Growth Starts Here. Apply Now!