Realtime Analyst (RTA)
Date: 22 Aug 2024
Location: Malaysia, Malaysia
Company: Singtel Group
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!