Real Time Analyst

customer service | Dipost 10 bulan yang lalu


Industri : internet

Fungsi : customer service


<div>Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.&nbsp;</div><div>&nbsp;</div><div>Grab began as a taxi-hailing app in 2012, but has extended its product platform to include private car services (GrabCar), motorcycle taxis (GrabBike), social carpooling (GrabHitch) and last mile delivery (GrabExpress). Grab is focused on pioneering new commuting alternatives and for drivers and passengers with an emphasis on speed, safety and reliability. The Company currently offers services in Singapore, Indonesia, Philippines, Malaysia, Thailand and Vietnam.</div>


Responsibilities : <ul><li>Work directly with the vendors and CE team to take into account all possible variables that may affect staffing and productivity.</li><li>Monitor and analyze real-time contact volume arrival patterns, intraday activities, and make adjustments, as needed, to ensure optimal productivity and efficiency.</li><li>Ensure achievement of service level, schedule adherence and other financially impacting goals</li><li>Track and report real-time issues and outages</li><li>Prepare and disseminate timely and accurate reports to CE management and other vertical leads as needed.</li><li>Proactively monitor agent behaviors, efficiency, productivity and report deficiencies to CE team in real-time.</li></ul><br>Qualifications : <ul><li>University background (S1) from any discipline</li><li>At least two years of contact center experience, real-time analysis, and reporting </li><li>One-year experience with Avaya or other ACD phone system required</li><li>Experience with eWFM, IEX, Blue Pumpkin, XCALLY, Zendesk is a plus</li><li>Strong analytical skills and ability to apply it real-time</li><li>Proficiency in Microsoft Office Applications </li><li>Excellent problem solving and decision making skills</li><li>Keen observation skills </li><li>Firm and strong personality</li><li>Ability to operate effectively in a team environment</li><li>Excellent oral and written communication skills and interpersonal skills</li><li>Dependability regarding completion of tasks and reliability in attendance, coverage, endorsements and communications</li></ul><br>PEOPLE IN THE OFFICE SAY:<ul><li>Adhitya Lestary, Customer Service - “Grab is more than a workplace. When you work at Grab, you will find your new family, and have an inspiring team like what I have. I feel very inspired communicating everyday with our passengers and drivers, lending them support whenever they need our help. This is my passion and I love to work in this amazing company!”</li><li>Arqyreqta Lukman, Loyalty and Retention -“In Grab I feel a warm &amp;amp; friendly work atmosphere that nurtures the passion of our daily engagements. Grab taught me how to deal with our stakeholders in a way I’ve never done before, pushing me out of my comfort zone. I know there's a lot more to learn, and I am looking forward to the challenge!”</li></ul><br>OUR PERKS:<ul><li>Learn a new language - Meet and befriend our regional family members across Southeast Asia!</li><li>Meet a diverse group of young professionals - Our GrabFamily members consist of young, exuberant, and passionate people who have a diverse spectrum of interests. To put it bluntly, we definitely ain’t a boring bunch!</li><li>Make an actual difference - You will not only be changing the way people move but the lives of everyday people.</li><li>Casual Fridays everyday! - That’s right, your skinny jeans and those Converse sneakers can be worn everyday.</li><li>Learn and work with the best! - Rub shoulders with some of the most talented head honchos in the industry and learn invaluable experiences from them!</li></ul>

Keahlian yang dibutuhkan

Grab is Southeast Asia's leading ride-hailing platform. We solve critical transportation challenges and make transport freedom a reality for 620 million people in Southeast Asia.


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