RTA Malaysia

Job Title: Analyst, Real Time Management

Job Description

Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.

JOB LOCATION: Malaysia

Role and Key Responsibilities:

Monitor agent queues intra-day real-time and generate performance reports to identify performance trends and provide feedback to WFM team and VMs in real-time.

Partner with WFM on historical performance of SLA, utilization, AHT, and other WFM related metrics and provide insights on how to improve scores.

Collect and analyze data at regular intervals for reporting, as well as track and update any organization changes both on the client and vendor side across all supported teams and department.

Oversee and assist in managing real time allocations of resources, prioritizing certain channels as necessary, and escalating requests for staffing changes when appropriate.

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

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

Standardize data collection mechanism and automate reports where possible to remove inefficiencies.

Monitor agents' adherence to schedule and prepare team roster in advance to ensure operational efficiency.

Key skills & knowledge: