Malaysia | Real Time Analyst

Date: Jan 10, 2019

Location: Kuala Lumpur, 14, MY, 50400

Year: 2019

Company: Arvato Digital Services LLC - Arvato CRM USA 

Requisition ID: 29283

 

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Position Summary:

The Real Time Analyst is a Workforce Management role that reports to the Workforce Manager and will take direction from the Workforce Forecasting and Scheduling Analyst. The RTA responsibilities include monitoring multiple queues and agents from multiple programs to ensure consistent service is maintained.

 

Overall Responsibilities:

  • Monitor agent activity in real time using Aspect Real Time Adherence and Aspect Director. Report to the Operations teams agents that are not adhering to their assigned schedules or are above acceptable thresholds for; Call Time, Hold Time, Wrap Time and Idles.
  • Real Time Service Level monitoring of all queues within Aspect Director advising programs when calls are in queue and advise of corrective actions that should be taken including deferring or cancelling of Meetings, Coaching and other offline activities until Service levels have recovered to acceptable levels.
  • Update and maintain accuracy of agents schedules within Aspect eWorkforce Management (eWFM). This involves processing changes and exceptions from multiple sources including the Exception Tracker and Emails.
  • Assist in the creation of scheduling Meetings and Training as required while ensuring Service levels targets are maintained.
  • Perform comprehensive attendance management including frequent monitoring of Attendance Line, Attendance IVR report and Aspect Real Time Adherence. Ensure attendance occurrences are updated to agent’s schedules in a timely fashion.
  • Provide ad-hoc reporting for management as requested.
  • Complete Call Avoidance audit report.
  • Optimize breaks and lunches in eWFM to minimize impact to Service Level.
  • Make recommendation for Voluntary/Mandatory time off during periods of overstaffing.
  • Reforecast when call volumes or AHT are not matching original forecasts in order to evaluate performance for the remainder of the day.
  • Action Employee Status Changes by updating Employee Information and schedules in eWFM. Changes include but are not limited to; transfers, promotions, supervisor changes and terminations.
  • Process requests for time off including vacation and unpaid leave.
  • Process requests to update attendance reason coding in eWFM.
  • Assist Forecast/Scheduling Analysts as required.
  • Complete assorted assignments and projects as required.

 

Job Requirements:

  • Ability to multitask, prioritize and meet deadlines.
  • Excellent written and verbal communication skills.
  • Ability to function in a team environment, providing the necessary support and assistance for all members of each account team (Supervisors, Lead Agents, training etc.)
  • Must be available to work rotating schedule including nights and weekends.
  • Intermediate proficiency with Microsoft Office applications, specifically excel.
  • Strong analytical skills, understanding complex reporting and data transformations from multiple sources.
  • Experience working in dynamic and fast paced operating environment.
  • Prior experience with Aspect eWFM or other Workforce tool and asset.

 

Education/Experience:

  • Experience in scheduling and/or operations role within a high volume call center environment.
  • Prior experience with Aspect eWFM or other Workforce tool and asset

 

About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.


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