RTA Malaysia

Job Title:Analyst, Real TimeManagement

JobDescription

Concentrix is atechnology-enabled global business services company specializing incustomer engagement and improving business performance. We partnerwith ambitious, progressive executives around the world tofuture-proof their business and stay ahead of the competition andcustomer expectations.

JOB LOCATION:Malaysia

Role and KeyResponsibilities:

Monitor agent queues intra-day real-time andgenerate performance reports to identify performance trends andprovide feedback to WFM team and VMs inreal-time.

Partner with WFM on historicalperformance of SLA, utilization, AHT, and other WFM related metricsand provide insights on how to improvescores.

Collect and analyze data at regularintervals for reporting, as well as track and update anyorganization changes both on the client and vendor side across allsupported teams and department.

Oversee andassist in managing real time allocations of resources, prioritizingcertain channels as necessary, and escalating requests for staffingchanges when appropriate.

Communicate trends,synopsis, insights and plan of actions for performance activitiesmultiple times per day.

Produce ad-hoc, daily,bi-weekly and monthly internal trend reports on a variety of topicsincluding but not limited to Contact Volume, Average Handle Time,and production hour delivery, SLA performance, Unplanned/PlannedShrinkage hours, etc.

Standardize data collectionmechanism and automate reports where possible to removeinefficiencies.

Monitor agents' adherenceto schedule and prepare team roster in advance to ensureoperational efficiency.

Key skills& knowledge: