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Real Time Analyst

2 weeks ago

Singapore Singtel Group Full time

An empowering career at Singtel begins with a Hello. Our purpose, to Empower Every Generation, connects people to the possibilities they need to excel. Every "hello" at Singtel opens doors to new initiatives, growth, and BIG possibilities that takes your career to new heights. So, when you say hello to us, you are really empowered to say...“Hello BIG Possibilities”.
Make an Impact by
Daily/Weekly/Monthly Attendance, Absenteeism and Adherence tracking, reporting and calling out any anomalies.
Identify and analyse drivers for surge in calls/chats by listening to live calls, reading chat interactions, referencing to reports in Tableau, and posts on Facebook and Twitter.
Incident Management includes providing timely and regular updates on call queue, trouble ticket count, symptoms of issues, preparing and uploading IVR and Facebook messages, etc.
Prepare and send SMS notifications to affected customers on planned and unplanned outages within SLA.
Timely update/plotting of CCOs schedule adjustments or shrinkage in the WFM systems.
Weekly upkeep and maintain the Hotline Skills Masterfile.
SEF (Service Excellence Framework) Adherence/Shrinkage validation.
Prepare weekly incident reports for WTM.
Prepare monthly ADF (Agent Disconnect First) reports and send to Ops Directors and Managers for action.
Weekly OT solicitation based on Intra Day Performance (IDP) requirements and track the take up and fulfilment.
Operations Floor Support: Took over this function from Operations and subsumed under the overall RTA Operations.
Preparing monthly Outliers Report (Absenteeism, TCPH, Adherence and AHT).
Real-time monitoring and call out the productivity of messaging agents.
Provide analysis on the performance for LOBs especially when not meeting SL.
Prepare Weekly/Monthly patterned MC trending.
Weekly tracking/maintaining the Pandemic BCP Master File.
Support the Quarterly Call Tree Exercise.
Maintaining the whitelisting Masterfile for URL, Email & MS Teams for Consumer Operations staff.
Central point to issue CAST/SingtelTVGO token/golden passes to Operations.
Quarterly SIN TL Handset / Duty phone audit check, ensuring phones are aligned with Enhanced Intune profile for security measures on features that are only enabled for use and that should be disabled.
Weekly upkeep and maintain the Messaging Skill Masterfile.
Call out postings on social media platforms (Facebook, Twitter and Instagram) that may have impact to operations.
Activation of Unplanned Outages holding statement for Shirley via Dialogflow.
Validate and call out the Shirley Bomb threat SMS alert received from MSTA, Whatsapp or Singtel.com for potential Bomb threat.
Skills for Success
Diploma in any discipline.
Has prior contact centre related experience (e.g. real-time analyst, workforce mgmt, operations team lead).
Proficient in Microsoft Office.
Analytical skills and able to multi-task.
Knowledge of Workforce Mgmt systems will be an added advantage.
Good communication and interpersonal skills.
Rewards that Go Beyond
Full suite of health and wellness benefits.
Ongoing training and development programs.
Internal mobility opportunities.
Are you ready to say hello to BIG Possibilities?
Take the leap with Singtel to unlock new opportunities and accelerate your growth. Apply now and start your empowering career
We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
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