Real-Time Analyst - Bangkok, Thailand

Gratitude Inc

1574 Views

14 hours ago

3-4 Year(s)

Kuala Lumpur

Job Description

Key Skills

Real Time Analyst

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We are looking for someone with any or some of the following experiences, in a BPO setting:

Real-time management and/or real-time analytics (6mo minimum)

Understanding of key metrics of operational KPIs, like Service Level, AHT, Occupancy, productivity, etc

Queue management with focus on optimizing workload and minimizing shrinkage.

Downtime management, Sick Leave/Annual Leave management, Break management

Experience in Staffing, and Scheduling

Experience in WFM/RTA tools

Experience in Erlang based scheduling, Capacity planning & forecasting is a bonus.

Responsibilities:

RTA will act as a liaison between the Centralized and Site WFM teams.

Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

Preparing of schedules using Erlang for different queues across multiple locations

Schedule ADHOC intra-day training requests and update schedules

Produce and analyze daily efficiency reportsAble to communicate in oral and written English

Excellent team player

Analytical skills and display maturity

Excellent in MS office - excel, power-point and ability to perform MIS

Exposure to basic WFM tools is preferred.

Passion for learning and creative problem-solving.

**Language Proficiency: English (A2-B1 level) + Native Thai

Location: Bangkok Thailand

Skill: Experience in similar role in a BPO/Call Center setting

Role

QA Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

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