Remote WFM Real-Time Analyst (Korean)

Teleperformance International; Johor Bahru; Hybrid; MYR 100,000 - 150,000; Full time

Job summary

A multinational customer service provider is seeking a WFM Real Time Analyst to support their Customer Service team in Johor Bahru. This role involves analyzing performance metrics, developing contact strategies, and ensuring technology and manpower effectiveness. The ideal candidate must be proficient in Korean and English, willing to work from home for 6 months, and then relocate to Johor Bahru. Strong analytical and coaching skills are essential, as well as experience with call center technologies like IEX and Genesys.

Qualifications

• Proficiency in Korean and English (spoken and written).
• Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
• Strong ability to provide inputs on WFM and Reporting-related issues.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Maximise effectiveness of technology and manpower through forecasting and staffing.
• Analyze real-time metrics to determine risks to service level targets.

Skills

Proficiency in Korean and English

Strong analytical skills

Strong coaching skills

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

A multinational customer service provider is seeking a WFM Real Time Analyst to support their Customer Service team in Johor Bahru. This role involves analyzing performance metrics, developing contact strategies, and ensuring technology and manpower effectiveness. The ideal candidate must be proficient in Korean and English, willing to work from home for 6 months, and then relocate to Johor Bahru. Strong analytical and coaching skills are essential, as well as experience with call center technologies like IEX and Genesys.