Job PurposeThe role is based in Kuala Lumpur, Malaysia StarHub is a globally recognized, Singapore-headquartered Communications, Entertainment and Digital Services company. Founded since the early 2000s and listed in the Singapore Stock Exchange, we have embarked on a multi-year digital transformation journey (DARE+), with an aspiration to transcend traditional telco services to become Singapore's digital platform. In line with our aspiration, we have expanded our talent footprint to Malaysia, opening a full-fledged subsidiary in Petaling Jaya, called HubConnect. Since 2022, HubConnect has grown to over 100+ employees, and will continue to accelerate its rate of growth to become a core extension of StarHub HQ. This role is responsible for interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing / scheduling and making recommendations to improve the workforce and meet the specific needs of the business requirements. Responsibilities Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner. Design and creation of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws. Monitoring queue and analyzing data in real time. Provide real time and historical reports, containing main KPIs related to intraday and scheduling functions. Involves in continuous process improvement, gathering and analyzing information related to contact center performance and staffing issues. Assist with the forecast and capacity planning. Complete deliverables accurately and on time. Maintain a detailed record of daily activities, actions, and impacts. Requirements Data driven, analytical, strong conceptualization and problem-solving skills. Proficiency in Microsoft Excel and Work Force Management tool. Proficiency in Siebel, VBA or any programming language is preferred. Adaptable to learn new processes, concepts, and skills. Ability to work under pressure in a fast-paced environment. Ability to work independently, multi-task and meet tight deadlines. Willing to work shift hours (Monday to Sunday inclusive of Public Holiday). Must be able to commit to the following shifts: Mon to Sun (rotating shift) (5 days work week) Shift 1 Work from Office 8am - 5.30pm Shift 2 Work from Home 1.30pm - 11pm Shift 3 Work from Home 11pm to 8.30am
