job description
Join Alldigi Tech as a Real-Time Analyst (Workforce Management) and play a pivotal role in optimizing operational efficiency for our dynamic call center and customer service teams. Based in the vibrant regions of Bali (Canggu, Ubud, Denpasar, and more), this position offers the unique opportunity to work remotely while contributing to a global workforce.
As a Real-Time Analyst, you will monitor, analyze, and adjust staffing levels and schedules in real-time to ensure seamless service delivery, minimize wait times, and maximize agent productivity. Your expertise will directly impact customer satisfaction and operational performance, making this role both challenging and rewarding.
We are looking for detail-oriented professionals with a passion for data-driven decision-making and a proactive approach to problem-solving. If you thrive in a fast-paced environment and enjoy turning insights into action, this is the perfect role for you.
Responsibility
- Monitor real-time adherence to schedules and adjust staffing levels to meet service level agreements (SLAs).
- Analyze call volume, agent availability, and queue metrics to optimize workforce distribution.
- Collaborate with team leads and supervisors to address intra-day staffing gaps or surpluses.
- Generate and distribute real-time reports on key performance indicators (KPIs) such as occupancy, shrinkage, and average handle time (AHT).
- Identify trends and recommend process improvements to enhance operational efficiency.
- Communicate proactively with stakeholders to ensure alignment on workforce adjustments.
- Utilize workforce management (WFM) tools and software to track and forecast staffing needs.
- Document and escalate recurring issues or anomalies for long-term resolution.
Qualifications
- Bachelor’s degree in Business Administration, Statistics, Mathematics, or a related field.
- Minimum of 2 years of experience in workforce management, real-time analysis, or call center operations.
- Proficiency in workforce management software (e.g., Aspect, NICE, Genesys, or Verint).
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and interpersonal skills to collaborate with cross-functional teams.
- Ability to work flexible hours, including shifts that may cover evenings, weekends, or holidays.
- Detail-oriented with a proactive and solution-focused mindset.
- Familiarity with call center metrics (e.g., AHT, ASA, CSAT) is a plus.