Contact Centre Monitoring Analyst [Real-Time] (Workforce Management & Analytics)

Work Location:

Must be okay with Both Alexandra and Maple Tree Business Centre

Shift Timing:

5 working days, 1 rest day and 1 off day per week

42.5 hours per week

Staggered shift hours : 8.5 working hours between 7 am to 12:30am 1-hour meal break in between

Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)

Or otherwise advised by the Client

You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey.

Major responsibilities include:

. Monitor real time call Queue and manage real time adherence in different hotlines to meet the KPIs and service level.

. Monitor call centre agent call time and call metrics

. Attendance tracking and incident reporting.

. Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities.

. Corporate with department heads with other duties.

Requirements:

. Diploma and above

. Fast on action and work unrepentantly

. Willing to learn new tools related to WORKFORCE MANAGEMENT or Workforce Monitoring

. Proficient in Microsoft Office (Word, Excel, Outlook)

. Able to work in shift including weekends and Public Holiday

Work Force Management - Call Centre

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- Staff forecasting and scheduling

- Time and attendance tracking

- Real-time team management/Calls monitoring

- (Customer Service) Business Reporting and analytics