Devloit Hiring! Full Time Real Time Analyst Mandarin in Federal Territory, Earn up to MYR 3,437.39 - Ricebowl

Real-Time Monitoring & Operational Management Perform daily real-time monitoring of service levels, incoming volumes, queue performance, wait times, staffing levels, and operational conditions across all supported sites, geographies, and channels. Continuously compare planned staffing and capacity against actual staffing, workload, and performance to identify potential service-level risks. Monitor agent availability, productivity, attendance, schedule adherence, auxiliary time, occupancy, and other relevant workforce metrics. Proactively identify developing operational risks and take appropriate real-time actions to minimize service disruption. Maintain operational ownership throughout the assigned shift, ensuring outstanding actions, escalations, and follow-ups are either completed or appropriately handed over to the incoming RTA. Real-Time Adherence & Staffing Management Drive real-time adherence (RTA) by monitoring scheduled activities against actual agent activity and working with Operations to address deviations. Partner with Team Leaders and Operations Management to manage absenteeism, lateness, extended breaks, offline activities, and other adherence concerns. Identify staffing shortages or excess capacity and recommend appropriate real-time actions, including schedule adjustments, overtime, voluntary time off, break/lunch adjustments, or resource reallocation where applicable. Review and support the processing of time-off, overtime, and other real-time staffing requests based on operational requirements.

Pay: RM1,285.25 - RM3,437.39 per month

Benefits:

• Flexible schedule
• Health insurance
• Opportunities for promotion
• Work from home

Language:

• Mandarin (Required)

Location:

• Kuala Lumpur (Preferred)

Work Location: In person