Real Time Analyst (RTA) - Workforce Management

Real Time Analyst (RTA) - Workforce Management

Foundever Malaysia Sdn.Bhd is seeking a dynamic Real Time Analyst (RTA) - Workforce Management to join our team in Kuala Lumpur City Centre, Kuala Lumpur. As a full-time Real Time Analyst, you will play a crucial role in optimising our call centre operations by leveraging your expertise in workforce management.

Key Responsibilities

Continuously monitor and analyse call centre performance metrics to ensure efficient staffing levels and optimal resource utilisation

Collaborate with team leaders and supervisors to implement real-time adjustments to staffing and schedules in response to fluctuating call volumes and agent availability

Provide timely and accurate reporting on call centre performance, identifying trends and opportunities for improvement

Assist in the development and implementation of workforce management strategies and best practices

Support the coordination ...