Real Time Analyst

Job Objectives Ensures the effective and efficient utilization of resources for meeting service level and response time objectives across all contact channels. Responsible for completing project-level activities and tasks and ensuring business requirements are identified and implemented. Key Responsibilities  Responsible for managing and ensuring the service level agreements for various programs are met  Manage the call volume, daily attendance and program break schedules  Analyse data to outline reasons for under/over performance and recommend actions to improve performance  Assist with creation of metrics and targets to meet service level performance  Generate ideas for process improvement planning  Produce daily, biweekly and monthly internal reports  Runs and analyse reports to provide workable recommendations to Operations Team for adjusting staffing levels to meet departmental productivity goals.  Analyse call volume and trends on any exceptional deviations  Monitor and develop effective schedule to maximize the use of resources and activities  Support the implementation of service level action plans  Update daily exceptions requests, schedules and responds to escalated issues and ad-hoc requests.  Undertakes and performs other duties as and when required Key Requirements Must have:-  A recognised Degree or Diploma  Minimum 2 to 3 years of relevant experiences  Ability to work in fast-paced environment and under tight timelines  Ability to work under shift rotation (earliest shift starts at 6:00am while latest shift ends at 12am, any day from Monday to Sunday  Advanced level Microsoft Excel skills and well verse in VBA macros knowledge will be an advantage  Excellent analytical and mathematical skills  Capable of managing multiple concurrent projects  Attention to detail and high levels of accuracy  Familiar with Verint Workforce Management, CMS and Avaya tools Job details • Salary: RM 4,000 a month • Education: Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5 • Contract: Permanent • Working hours: Flexible Hours • Openings: 1 • Sector: Employment activities • Closes: 2026-11-06 About AGENSI PEKERJAAN ASIA RECRUIT SDN BHD (10-50 employees) Since its inception in 2003; Asia Recruit has always sets its sights to being a go-to-global recruitment player both in Permanent and Contracting Businesses, Temporary Staffing and International Recruitment Services. Being a brand of the Will Group in 2016 has catapulted Asia Recruit closer to that vision. We now have the capabilities to extend our recruitment services together with our reputable sister companies across the region. Having received various industry accolades - amongst which as one of the Top 10 Recruitment Agencies in Malaysia by Top 10 Malaysia Magazine as well as being nominated for being The Top Recruitment Brands in Malaysia by HR Hub in 2020 - our team of highly motivated, capable, focused and passionate recruiters aim at delivering top notched services to clients and candidates alike. Our clients’ list ranges from Local, to Public Listed Companies, to Multinational Companies across a variety of industries: • Shared Services • Telecommunication • Insurance, Finance & Banking • Manufacturing & Heavy industries • Logistics • FMCG • Information Technology • Oil & Gas • Retail Apart from Malaysia; our candidates have been successfully placed in countries such as Singapore, Indonesia, The Philippines, Brunei, China, Hong Kong, Cambodia, Vietnam, Papua New Guinea, Norway, Qatar, Saudi Arabia and United Arab Emirates. Want to learn more about Asia Recruit? Check us out at http://www.asiarecruit.com.my