WFM Lead - Penang

Teleperformance USA; George Town; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading company in customer service solutions is seeking a workforce manager in their Penang office. The role involves implementing call center strategies, managing staff schedules, and ensuring technology effectiveness for customer service operations. The ideal candidate will possess a Bachelor's degree and relevant experience, with strong analytical and communication skills.

Qualifications

• At least 1-3 years of working experience in the related field required.
• Candidate must be proficient with call center applications and related software.
• Fluency in English required; Bahasa Malaysia and Mandarin preferred.

Responsibilities

• Manage changes to scheduling for adequate daily resource coverage.
• Analyze call-handling metrics and escalate issues accordingly.
• Collaborate with operations team to optimize workforce.

Skills

Communication

Problem Solving

Analytical Skills

Education

Bachelor's Degree

Tools

Power BI

IEX

Genesys

AVAYA

Aspect

Verint

Nice

Job description

Job Summary:

• Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
• Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)
• Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.
• Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution
• Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
• Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
• Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Responsibilities:

• Manages changes to scheduling to ensure adequate daily resource coverage.
• Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledge
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running report of attendance incidents.
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Processes schedule trade requests for posted schedules
• Processes management requests for modifications of scheduling events (meetings/training, etc.).
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.
• Communicates and works with staff members, management, Human Resources, and Accounting.

Requirements:

• Candidate must possess at least aBachelor's Degree, any field.
• At least1-3 years of working experiencein the related field is required for this position.
• Full-Timepositions available
• Proficient with theabove related software
• Required language(s):English
• Preferred language(s): Bahasa Malaysia, Mandarin
• Applicants must be willing towork in Penang / Kuala Lumpur.