Business Analyst

Job Responsibilities:

1. Resource Planning: Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands.
2. Optimize workforce management strategies to minimize idle time and maximize agent utilization.
3. Call Handling Efficiency: Achieve and maintain optimal call-handling metrics, including SLA, Abandon Rate, Cases Per Hour, and First Response Time & Average Response Time (WhatsApp).
4. Implement strategies to minimize waiting times and maximize agent productivity without compromising service quality and SLA.
5. Call Routing and Distribution: Refine call routing strategies to ensure calls are directed to the most appropriate agents.
6. Monitor and adjust call distribution parameters to balance the workload among agents and prevent queue bottlenecks.
7. Data Analysis and Reporting: Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement.
8. Generate daily/weekly/monthly reports on agent productivity, call volumes, and other KPIs.
9. Communications and Collaboration: Effective communication and collaboration with supervisors, team leaders, agents, and others.
10. Continuous Improvements: Implement continuous improvement initiatives.

1. Preferable with at least a Degree level.
2. At least five years of call center/customer service experience.
3. Experience in Forecasting, Scheduling, and Real-Time Analyst (RTA).
4. Proficient in Microsoft Excel.
5. Good communication skills (both spoken and written): English, Bahasa Malaysia; Mandarin (advantage).
6. Must be a team player and problem solver.
7. Computer literacy is a must.