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Real Time Analyst

Kuala Lumpur

R-1632

Real Time Analyst

  • Kuala Lumpur
  • Full Time

At Klook, we love creating moments of joy. Our platform connects people around the world with experiences that bring a smile to their faces, at a touch of a button. We are a global team of diverse Klookers who push boundaries every day, learn fast with feedback and take ownership to drive the change we want to see. Together, we help each other make the world a more joyful place. Up for the challenge? Join us today!

What you’ll do?

  • Prepare, monitor and adjust interval summary proactively to ensure Green SLA in all communication channels (call, email and chat or others) for multiple markets.

  • Work closely with the operation team in managing call volume, queue management, skills routing and Business Continuity Plan.

  • Handle time-off, leave application, schedule swap requests from CEG agents and ensure staffing levels are sufficient to cover the forecasted volumes.

  • Create and send-out reports to provide regular performance updates.

  • Work with various internal and external stakeholders to support cross-functional projects to optimise service delivery and operational processes.

  • Other duties that may arise from time to time and as may be assigned.

What you’ll need?

  • At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.

  • Strong mathematical, statistical and analytical skills.

  • Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.

  • Excellent oral and written communication skills and interpersonal skills.

  • Proficient in English (both verbal and written). Fluency in Chinese is an added advantage.

  • Eager to work in a small team and fast-paced environments.

  • Globally minded and comfortable working with people from different cultural backgrounds and in different time zones.

  • Bachelor's degree or above.

Klook is proud to be an equal opportunity employer. We hire talented and passionate people of all backgrounds. We believe that a joyful workplace is an inclusive workplace, one where employees from all walks of life have an equal opportunity to thrive. We’re dedicated to creating a welcoming and supportive culture where everyone belongs.

Klook does not accept unsolicited resumes from any temporary staffing agency, placement service or professional recruiter (“Agency”). Klook will not be responsible for, and will not pay, any fees, commissions or other payments related to such unsolicited resumes.

An Agency must obtain advance written approval from Klook’s Talent Acquisition Team to submit resumes, and then only in conjunction with a valid fully-executed agreement for service and in response to a specific job opening for which the Agency has been requested to submit resumes for. Klook will not be responsible for, and will not pay, any fees, commissions or other payments to any Agency that does not have such agreement in place or does not comply with the foregoing.

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