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28 January 2020
Job ID: CM-2314
Real-Time Analyst (Workforce Management) - Based In Chiangmai

The Real-Time Analyst’s primary role is to support on real time drive CE Operations’ performance by strictly implementing and reinforcing compliance to what is planned. This role focuses on the real-time monitoring of queues and schedule adherence, addressing or escalating real-time major or minor incidents, and ensuring agent utilization.

It specializes in real-time intraday activity approvals and schedule adjustments such as breaks, lunch, and other auxiliary modes necessary. It analyzes recent intervals, make projections for the succeeding intervals and act on them accordingly. The RTA’s primary goal is to meet the running service level, and all its accompanying factors, and make all necessary steps to effectively drive operations toward it.

It is the RTA’s duty to call out non-adhering agents and flag offenders.

This role may from time to time be required to make the necessary coverage on lean hours or days for basic WFM reports and analysis.

 In Your Role as a Real time analyst , You Will:

  • Monitor real-time queues and agents’ schedule adherence
  • Regularly and consistently call out and flag offenders, track and report productivity issues
  • Track and report real-time system issues and outages, apply basic troubleshooting procedures and make escalations as needed
  • Make sure that trackers are properly set in place and maximized for their purpose to keep records of everyday activity
  • Ensure correct skill profiling of agents and make real-time adjustments as requested or as needed
  • Optimize breaks and make other real-time schedule adjustments
  • Analyze real-time queue and intraday trends and use them as basis for interval request approvals
  • Send basic reports and provide basic analysis as needed
  • Alert operations in cases of failed metrics following WFM trigger table
  • Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.


  • At least 2 years of experience in the customer service industry; preferably in a Contact Center
  • Excellent written and spoken communication skills
  • Good command of the English language 
  • High knowledge of the company's products, services and business operations (If internal applicant)
  • Project coordination experience preferred
  • Advanced presentation, interpersonal, time management, and organizational skills
  • Strong training program design experience
  • Proficiency in MS Office applications (e.g., Word, Excel, and PowerPoint)
  • Ability to work both independently and in a team environment
  • Strong ability to utilize MS PowerPoint, or similar platforms in creating Instructional Design materials as a learning medium
  • Good exposure to database management


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Job Details:

  • Five-day work week
  • Overtime pay
  • Performance bonus
  • Flexible working hours
  • Work from home
  • Transportation allowance
  • Education allowance
  • Medical insurance
  • Dental insurance
  • Life insurance


Grab is the first taxi booking app in Thailand that helps passengers book a taxi with safety, speed and certainty. We believe in our strong social mission to rapidly improve the lives of both taxi drivers and passengers in Thailand, as well as revolutionise the Thai taxi industry. Grab is the leading taxi booking app in Southeast Asia- we are already making a difference in Malaysia, the Philippines and Singapore. Please join our founding team in making a difference in Thailand. We are seeking highly motivated and energetic teammates who share our passion and vision, and thrive in a challenging, rapidly-growing startup environment. Visit us

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