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

Overview

We are looking for a WFM Real Time Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required.

Qualifications

• Proficiency in Korean and English (spoken and written).
• Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
• Strong analytical skills.
• Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues.
• Able to take Management direction and cascade to staff.
• Strong coaching skills.
• Provide solutions to escalated issues and updates on account SLA concern to Operations and upper management.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications, routing, hardware and software technologies (e.g. Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.
• Maximise 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.).