Real-Time WFM & Contact Center Performance Analyst

Teleperformance; Petaling Jaya; On-site; USD 7,000 - 15,000; Full time

Job summary

An established industry player is seeking a dedicated professional to enhance customer service strategies in a dynamic call center environment. This role involves developing and implementing effective inbound and outbound contact strategies while ensuring the seamless operation of call center technologies. As a key player in workforce management, you will analyze performance metrics and collaborate with leadership to drive improvements. If you're passionate about optimizing customer interactions and have a knack for problem-solving, this is the perfect opportunity to make a significant impact in a fast-paced setting.

Qualifications

• Excellent communication and rapport-building skills are essential.
• Strong analytical skills and the ability to provide solutions.

Responsibilities

• Develop and implement inbound and outbound customer service strategies.
• Ensure call center applications and technologies are functioning as intended.

Skills

Communication Skills

Analytical Skills

Coaching Skills

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

An established industry player is seeking a dedicated professional to enhance customer service strategies in a dynamic call center environment. This role involves developing and implementing effective inbound and outbound contact strategies while ensuring the seamless operation of call center technologies. As a key player in workforce management, you will analyze performance metrics and collaborate with leadership to drive improvements. If you're passionate about optimizing customer interactions and have a knack for problem-solving, this is the perfect opportunity to make a significant impact in a fast-paced setting.