Bharni A/L Telai Amblam
Klang
Summary
Proficient Workforce Analyst adept at collecting, evaluating, and modeling data sets to make forward-thinking improvements to workforce plans. Well-organized and knowledgeable with top skills in complex problem-solving and strategic decision-making. Prepared to offer many years' experience and seeking a dynamic new position.
Overview
7
7
years of professional experience
Work History
Workforce Management Analyst
Transcosmos Malaysia
Kuala Lumpur, Malaysia
03.2025 - Current
- Develop accurate short-term and long-term forecasts for multiple channels (phone, chat, email, etc.) using historical trends and business inputs.
- Create and maintain optimized schedules that align staffing with projected workload while accounting for breaks, meetings, training, and time off.
- Analyze real-time and historical data to identify trends, gaps, and improvement opportunities.
- Track key metrics such as service levels, occupancy, adherence, and shrinkage to ensure operational goals are met.
- Work closely with Real-Time Analysts and Team Leaders to adjust plans based on intraday performance.
- Recommend staffing adjustments, overtime, or shift changes as needed to meet service level targets.
- Maintain WFM systems and ensure all agent schedules and exceptions are accurately recorded.
- Collaborate with operations, HR, and training teams to plan for new hires, seasonal ramp-ups, and other staffing changes.
- Prepare daily, weekly, and monthly reports on performance vs. forecast, highlighting insights and action items.
Real-Time Analyst
Transcosmos Malaysia
Cheras, Kuala Lumpur
03.2024 - 03.2025
- Monitor live call/chat/email queues and ensure service levels are being met across channels.
- Adjust intraday staffing based on volume trends, agent availability, and real-time data.
- Track agent schedule adherence and time management, reporting discrepancies to supervisors as needed.
- Respond to unexpected situations (e.g., call spikes, system issues, staff outages) with agility and clear communication.
- Collaborate closely with Workforce Planning, Team Leads, and IT to keep operations running smoothly.
- Send regular updates and alerts about queue statuses, potential risks, or operational changes.
- Analyze short-term trends and share insights that help improve efficiency and performance.
- Handle last-minute schedule changes, time-off adjustments, and exceptions in WFM tools.
- Do real time amendments in break arrangements and scheduled activity based on the impact in channel performance.
- Actively communicate with Clients to rectified any sort of enquiries or issues.
Real-Time Analyst
TDCX Malaysia
Kuala Lumpur, Malaysia
11.2022 - 03.2024
- Monitor real-time service levels across multiple channels (calls, chats, emails) and adjust resources to meet business needs.
- Track agent adherence, attendance, and schedule compliance; flag deviations and escalate when necessary.
- Manage intraday schedules – handle breaks, lunches, and time off adjustments as needed based on call volume.
- Communicate real-time updates to stakeholders, including changes in forecast, queue status, and staffing challenges.
- Coordinate with Team Leads and Supervisors to quickly reallocate resources during unexpected volume spikes or outages.
- Provide hourly, daily, and intraday performance reports.
- Support incident management by providing real-time insights and helping document the impact on service levels.
- Assist in updating WFM systems with exceptions and last-minute schedule changes.
- Participate in daily/weekly meetings to review performance metrics and provide feedback on staffing and process improvements.
Workforce Management Analyst
Daythree Business Services Sdn. Bhd.
Petaling Jaya, Malaysia
03.2021 - 11.2022
- Oversees productivity at a company
- Forecast staffing needs, taking into account contact volume and headcount requirements
- Uphold a high standard of customer service through real-time monitoring and other methods
- Tnb product knowledge
- Assist with scheduling and process time-off requests
- Manage planned and unplanned leaves to maintain the operation floor stable with required headcount
Subject Matter Expert
Daythree Business Services Sdn. Bhd.
Petaling Jaya, Malaysia
08.2019 - 03.2021
- Assist and help newbies about the product knowledge
- Handle Team Leader tasks while there is no one available
- Help customers to create reports towards technical and billing issues
- Tnb product knowledge
- Handle manager level cases which agent cannot handle and make sure solve the cases for the customers
- Maintain good quality assurance level
- Achieve full KPI's every month
- Attend meeting and trainings
- Dealing with clients and fulfill their requirements
Customer Service Executive
Daythree Business Services Sdn. Bhd.
Klang, Malaysia
12.2018 - 08.2019
- Handle customer
- Help customers to create reports towards technical and billing issues
- Tnb product knowledge
- Handle irate customers towards various issue and solve it
- Assist customers to multiple enquiries
- Maintain good quality assurance level
Store Associate
7-Eleven
Klang
12.2017 - 12.2018
- Handle customer
- Handling Billing (Tax Invoice)
- 7ELEVEN Product knowledge
- Follow up with venders
- Handle Cashier Tasks
Education
BBA - Bachelor of Business Administration
UNITAR International University
Petaling Jaya11-2024
Sijil Pelajaran Malaysia(SPM) -
SMk Raja Mahadi
Klang11.2017
Skills
- Microsoft PowerPoint
- Fast learner
- Microsoft Office
- Microsoft Excel
- Leadership skills
- Communication Skills
- Information processing
- Effective time management
- Ability to work in a team
- Decision-making
- Data analysis
- Forecasting
- Workforce management
- Reporting
- Problem solving
- Data collection & research
- Performance measurement
- Professionalism
References
- Sanjay Rajasekar, Transcosmos, 010-218 5828
- Tevindran Muniandy, TDCX, 018-874 7615
- Gayathri A/P Mohan, Daythree Business Services SDN BHD, 011-2370 6735
Extracurricular Activities
MSSD Football Tournament, Klang, 01/01/15, 01/01/17 MSSD Hockey tournament, Klang, 01/01/15, 01/01/16 MSSM Tamil Drama Competition, Klang, 01/01/17, Champion in National Level
Hobbies and Interests
- Football
- Jogging
- Hiking
- Badminton
Languages
- English
- Tamil
- Malay
Personal Information
Date of Birth: 04/13/00
Languages
Tamil
First Language
English
Advanced (C1)
C1
Malay
Upper Intermediate (B2)
B2
Timeline
Workforce Management Analyst
Transcosmos Malaysia
03.2025 - Current
Real-Time Analyst
Transcosmos Malaysia
03.2024 - 03.2025
Real-Time Analyst
TDCX Malaysia
11.2022 - 03.2024
Workforce Management Analyst
Daythree Business Services Sdn. Bhd.
03.2021 - 11.2022
Subject Matter Expert
Daythree Business Services Sdn. Bhd.
08.2019 - 03.2021
Customer Service Executive
Daythree Business Services Sdn. Bhd.
12.2018 - 08.2019
Store Associate
7-Eleven
12.2017 - 12.2018
BBA - Bachelor of Business Administration
UNITAR International University
Sijil Pelajaran Malaysia(SPM) -
SMk Raja Mahadi
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