Workforce Analyst (Contract)

Company Description

Discover Your Path at Keypath!

About Us:

At Keypath, we invite you to be part of something transformative. As a global EdTech leader, we collaborate with prestigious universities to create and deliver online education solutions that tackle global social and economic challenges head-on.

Join our dynamic, fast-growing international team that thrives on collaboration, innovation, and lifelong learning. With offices in Melbourne, Sydney, Chicago, and SE Asia, we are truly a global company. Today, we're a family of over 700 passionate "Keypathers" worldwide.

Work Anywhere:

At Keypath Education, flexibility is our strength. We put our people first, allowing you to choose where you work – from home, in the office, or both.

We welcome applications from Malaysian candidates or Non-Malaysians with a Malaysian working permit from anywhere in Malaysia, provided you have a strong, reliable internet connection.

Job Description

As the Workforce Analyst at Keypath Education, you will provide deeper insights to our workforce capacity to respond to our work volumes across multiple functions and media. You will collaborate with staff across Student Operations to ensure that workforce data will be provided to support both tactical and long-term decisions relating to the workforce.

The role supports the Workforce Manager effectively implementing workforce planning strategies and change, undertake scenario modelling and develop prediction techniques. You will monitor and drive effective contact centre performance across all queues and contact types in real time to deliver outstanding customer service. Your role involves analysing data, adjusting staffing levels, and communicating with team leaders and Keypath student advisors to address any immediate needs or issues

In this role, you will have to ensure that the Contact Centre meets student expectations through effective real time monitoring and strategies and empower them to deliver on driving student advocacy through supporting tools and processes. Provide stakeholders accurate and immediate reporting around drivers behind queue performance challenges through regular forums and comprehensive reporting.

This role will be on a fixed-term 12-month contract with possibility of extension, subject to business requirements.

The successful candidate will be based in Malaysia and will be part of and working with our Australian business directly. Working hours will be 7AM – 3PM daily from Monday to Friday.

Accountabilities: 

• Data Collection & Analysis: Gather and analyse workforce data and performance metrics. Ensure data quality and spot trends to guide strategic workforce planning. Analysis of data and reporting to identify emerging trends and anomalies to add value to the end-to-end workforce management process.
• Rostering: Create and maintain accurate rosters that meet the business needs.
• Real Time Monitoring: Monitor real time call volumes, student advisor availability and service levels across multiple channels.
• Intraday Management: Adjust intraday staffing plans based on actual volume, student advisor availability and absenteeism.
• Performance Reporting: Provide real time performance reporting and updates to Team Leaders and Managers, highlighting any areas of concerns or trends that require attention.
• Coordination and Communication: Work closely with Team Leaders, Managers, and the Workforce Manager to communicate real time performance, identify gaps and recommend actions to improve contact center performance.
• Incident Management: Quickly identify and respond to service disruptions, outages or any other incidents affecting the contact center’s ability to meet contact center targets.
• Ad Hoc Analysis: Conduct ad hoc analysis as needed to investigate and resolve specific issues or to provide insights on operational performance.
• Compliance and Adherence: Ensure all student advisors operations are compliant with company policies and that agents adhere to their schedules.

Qualifications

• Experience: 2+ years demonstrated Workforce Analyst experience in a call-centre environment.
• Analytical Skills: Demonstrated experience in analysing data, both historical and in real time and making quick, informed decisions based on that data.
• Attention to Detail: Keen attention to detail, especially when monitoring multiple data points simultaneously.
• Problem Solving: Ability to identify problems quickly and implement effective solutions with minimal disruption to operations.
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely to different stakeholders.
• Multitasking: Ability to manage multiple tasks and priorities in a fast paced, dynamic environment.
• Technical Proficiency: Proficient using Genesys Cloud telephony technology. Strong proficiency in Microsoft Excel and experience with workforce optimization software.
• Time Management: Strong time management skills, ensuring that all tasks are completed within the required timeframe.

Additional Information

Benefits and Rewards:

• Comprehensive online remote training.
• All the necessary equipment for success.
• Clear career progression pathways.
• Paid Mental Health days for your well-being.
• Toolkits for Digital Health and Mental Health support.

 Why Keypath?

• Embrace Your Authentic Self: A supportive culture recognized as a top workplace (Ranked #6 on 2024 the Best Places to Work Australia©).
• Global EdTech Leader: Join an industry on the rise.
• Transform the World: Contribute to upskilling and reskilling globally.
• Make an Impact: Help solve future economic and social challenges.

Join Keypath and make a difference. We welcome applicants from diverse backgrounds and offer inclusive support throughout the recruitment process.

Apply now to unlock your potential with Keypath!