TNG Digital Hiring! Full Time Analyst, Workforce Management - Real-Time Operations in Federal Territory - Ricebowl

At TNG Digital, part of TNG Digital Group, we build the tech behind TNG eWallet, one of Malaysia’s most used apps for payments and everyday life. Millions of people rely on us daily, not just to pay, but to manage money, access financial services, and get things done faster and simpler. Behind it all is a team that likes to question how things are done, move quickly, and try new ideas. If you enjoy solving real problems and seeing your work used at scale, you will feel right at home here.

Role Overview:

The incumbent is responsible for protecting contact-centre service levels by monitoring live queue demand, agent availability, and schedule adherence. The primary goal is to identify operational risks early, coordinate intraday recovery actions, and provide accurate workforce information for inbound voice operations.

What You'll Do:

• Monitor real-time call volume, service level, answer rate, abandonment, AHT, occupancy, agent status, and schedule adherence.
• Identify actual or projected service risks and issue timely alerts with recommended recovery actions.
• Coordinate intraday actions with Team Leaders, including break adjustments, offline-activity movement, overtime, and contingency deployment.
• Track attendance, late login, absenteeism, leave, system downtime, and other events affecting staffing capacity.
• Maintain daily staffing plans, rosters, shift assignments, break patterns, and operational coverage.
• Support short-term forecasting and capacity planning using historical volume, AHT, shrinkage, and business-event assumptions.
• Produce accurate intraday, end-of-day, weekly, and monthly workforce-management reports.
• Analyse forecast-versus-actual performance and explain material variances in volume, handling time, staffing, and service outcomes.
• Support business-continuity actions and recommend schedule, process, or staffing improvements that strengthen service stability.

Role Requirements:

• Minimum Diploma or Bachelor's Degree in Business Analytics, Operations, Mathematics, Statistics, or a related field.
• Minimum 2 years of contact-centre experience with exposure to real-time management, scheduling, workforce planning, or operational reporting.
• Strong understanding of service level, answer rate, abandonment, AHT, occupancy, shrinkage, and schedule adherence.
• Proficiency in Microsoft, including formulas, pivot tables, data analysis, and reporting.
• Experience with WFM, ACD, telephony, or contact-centre reporting platforms is preferred.
• Strong numerical reasoning, attention to detail, and ability to identify operational patterns quickly.
• Clear communication skills and confidence coordinating time-sensitive actions with Team Leaders and management.
• Ability to remain calm, prioritise effectively, and provide recommendations during live service pressure.
• Experience supporting 24/7 or multi-queue contact-centre operations is an advantage.
• Experience in e-wallet, payments, card, banking, merchant, or regulated customer-service environments is preferred.
• Willingness to work rostered shifts aligned with contact-centre operating hours.

What you get:

Work your way

• Flexible working hours

Your wellbeing matters

• Medical coverage, with option to include dependants
• Extra leave for family and caregiving needs

Rewards that grow with you

• Monthly lifestyle allowance via TNG eWallet
• Long-term rewards for your contributions

Everyday support

• Mobile and broadband reimbursement

What it’s like to work here:

We care about people who take ownership, speak up, and want to make things better. Titles matter less than impact. Good ideas can come from anyone.

You will be working with people who are curious, practical, and not afraid to challenge each other in a good way.

Note: Only shortlisted candidates will be contacted.