Real Time Analyst
Singtel
Date: 3 weeks ago
City: Malacca
Contract type: Full time
Be a part of something BIG!
Join us as Real Time Analyst to manage the productivity of agents in Contact Center on real time basis. You will be responsbile for communicating outages messages to customers on the social media platforms as your secondary core task too.
Make An Impact By
Join us as Real Time Analyst to manage the productivity of agents in Contact Center on real time basis. You will be responsbile for communicating outages messages to customers on the social media platforms as your secondary core task too.
Make An Impact By
- Real time monitoring and call out to operations for action on unproductive state which impacting the performance
- Incident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.
- Managing attendance and adherence
- Timely update/plotting of CCOs schedule adjustments or shrinkage in the Workforce systems
- Provide analysis on the performance for each business
- Prepare weekly incident reports
- At Least Diploma holder
- Minimum 3 years of experience in Contact Center
- Good knowledge in forecasting and planning
- Good Knowledge on software computer applications for instance MS Excel, Power Point, MS Word
- Self-driven individual with a positive attitude and strong communication skills
- Ability to work with minimum supervision
- Willing to work in shift rotational basis
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