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全职 Analyst, Real Time 工作, 薪水, Klook Federal Territory 公司招聘中 - Ricebowl

Analyst, Real Time

Klook

全职

KL City, Federal Territory

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工作地点

  • Kuala Lumpur Federal Territory Malaysia

职位描述

岗位职责

What You'll Do

  • Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
  • Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
  • Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders.
  • Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance, and provide actionable recommendations for recovery and improvement.
  • Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support operational decision-making.
  • Ensure accuracy and compliance of all real-time activities, including attendance monitoring, adherence tracking, WFM system updates, and RTA documentation.
  • Drive continuous improvement initiatives, reporting automation, and process optimization while mentoring junior RTAs on real-time floor management and operational control.

What you’ll need?

  • Minimum 3–5 years of experience in Workforce Management or Real-Time Management within a contact center environment.
  • Strong experience managing omnichannel operations including Voice, Chat, Email, and Ticket support across multiple queues, languages, or skill groups.
  • Good understanding of contact center operational metrics such as SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing principles.
  • Hands-on experience with WFM systems (Peopleware, NICE, Verint, IEX, or equivalent) and strong analytical skills using Excel or Google Sheets.
  • Strong communication, stakeholder management, and problem-solving skills with the ability to make operational decisions in a fast-paced environment.

重要安全守则

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