Senior Officer - Real Time Analyst
UOB · The Intermark Vista Tower (UCOE)
Full-timeonsitemidOperationsOperations
รายละเอียดงาน / Description
Based in Malaysia, this role involves managing service level agreements and optimizing resource utilization for various programs. The Senior Officer will analyze performance data to identify issues, recommend improvements, and generate reports. This position requires strong analytical skills to adjust staffing levels and support service level action plans in a fast-paced environment.
หน้าที่ความรับผิดชอบ / Responsibilities
- Manage service level agreements for various programs
- Oversee call volume, attendance, and break schedules
- Analyze performance data and recommend improvements
- Assist in creating metrics and targets for service levels
- Generate ideas for process improvement
- Produce daily, bi-weekly, and monthly internal reports
คุณสมบัติ / Qualifications
- Recognized Degree or Diploma
- Minimum 2-3 years of relevant experience
- Ability to work in a fast-paced environment with tight deadlines
- Willingness to work rotating shifts (early morning to late night, any day)
- Excellent analytical and mathematical skills
- Capable of managing multiple concurrent projects
ทักษะที่ต้องการ / Required skills
- Data Analysis
- Microsoft Excel
- Analytical Skills
- Mathematical Skills
- Attention to Detail
- Accuracy
ทักษะเพิ่มเติม / Nice to have
- VBA Macros
- Verint Workforce Management
- CMS
- Avaya