Mandarin WFM Real-Time Analyst — Remote Start

Teleperformance; Malaysia; Remote; MYR 60,000 - 80,000; Full time

Job summary

Teleperformance Malaysia is seeking a WFM Real Time Analyst to join their team. In this role, you'll support the Customer Service team by analyzing real-time metrics and ensuring performance standards. The role requires proficiency in Mandarin and English, strong analytical and coaching skills, and the ability to manage various workforce strategies. Initially working from home for 6 months, there will be a requirement to relocate to the Johor Bahru office thereafter.

Qualifications

• Excellent communication rapport-building skills.
• Proficiency in Mandarin and English (spoken and written).
• Strong analytical skills.
• Ability to provide recommendations on WFM and Reporting-related issues.
• Strong coaching skills.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications and technologies are functioning as designed.
• Maximise effectiveness of technology and manpower through forecasting and staffing.
• Manage activities related to the effective implementation of the Workforce System (IEX).
• Communicate findings and resolution to leadership team and WFM.

Skills

Communication rapport-building skills

Proficiency in Mandarin and English

Analytical skills

Coaching skills

Problem-solving skills

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

Teleperformance Malaysia is seeking a WFM Real Time Analyst to join their team. In this role, you'll support the Customer Service team by analyzing real-time metrics and ensuring performance standards. The role requires proficiency in Mandarin and English, strong analytical and coaching skills, and the ability to manage various workforce strategies. Initially working from home for 6 months, there will be a requirement to relocate to the Johor Bahru office thereafter.