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Contact Centre Consultant, Consumer Contact Centre - Workforce Management (WFM) MY

ejox
Companyejox
CategoryConsulting & Strategy
LocationMalaysia
Remote—
EmploymentNot stated
LevelNot stated
SalaryNot stated by the employer
Posted28 Jul 2026
Last verified8 Aug 2026
SourceEmployer ATS (oracle)
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Description
This position is responsible for monitoring and managing real-time contact center operations to ensure service level agreements (SLAs), productivity, and operational performance are achieved. The Real-Time Analyst proactively monitors staffing, call volumes, agent availability, and schedule adherence, making intraday adjustments and recommendations to optimize workforce utilization while maintaining an exceptional customer experience.