Real-Time Business Intelligence Specialist

1 week ago

Singapore beBeeAnalytics Full time $45,000 - $60,000
Business Analytics Expert

We are seeking a detail-oriented Business Analytics Expert to join our team. As a key member of our team, you will be responsible for monitoring contact volume traffic, identifying performance exceptions, and collaborating with cross-functional teams to execute system modifications and procedural notifications.

You will also assist in providing greater focus on real-time/intraday agent productivity, performance exceptions, and schedule adherence. Additionally, you will support the management of intraday business performance to meet or exceed SLA and KPI targets.

  • Provide support through the use of technology and tools in line with agreed processes to monitor contact volume traffic and identify performance exceptions requiring short-term and longer-term attention.
  • In collaboration with Technology, Operations, and Management teams, execute system modifications and/or issue procedural notifications based on trigger events.
  • Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions, and schedule adherence.
  • Ensure accurate and timely agent schedules in collaboration with WFM/Schedulers.
  • Support Operations to better manage intraday business performance to meet or exceed SLA and KPI targets.
Requirements
  • Candidate must possess at least a Bachelor's Degree in any field.
  • Preferable with 2 years of working experience in the related field is required for this position.
  • Knowledge in any Work Force Management Software is an advantage.
  • Ability to perform statistical analysis and produce analytical and informative reports.
  • Must have initiative, drive, and work independently with minimum supervision and be a good team player.
  • Excellent verbal and written communication skills in English.

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