Senior Officer - Real Time Analyst
Core
Manage workforce scheduling, call volume, and service level agreements (SLAs) for call center operations while analyzing performance data to optimize staffing and processes.
Role type
Senior Operations Analyst (Workforce Management)
Builds
Staffing schedules, performance metrics, and operational reports for call center teams
Domain
Banking / Contact Center Operations
Deliverable
dashboards & analysis
Required skills
Data analysis, Microsoft Excel (advanced), VBA macros, Workforce Management tools (Verint, CMS, Avaya), SLA management, Trend analysis (via careerplan.io/jobs/JR96313-13-senior-officer-real-time-analyst-at-uobgroup)
Preferred skills
Process improvement planning, Project management
Responsibilities
Manage call volume and daily attendance, Analyze data to identify performance deviations, Generate ideas for process improvement, Produce daily/monthly internal reports, Adjust staffing levels based on productivity goals, Monitor and develop effective schedules
Seniority
Mid-Senior, hands-on IC
