WFM Real Time Analyst - Korean

Teleperformance; Kuala Lumpur; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading customer service provider is seeking to enhance their operations in Kuala Lumpur. The role involves developing contact strategies, ensuring that call center technologies operate effectively, and analyzing performance metrics to meet service level targets. Candidates should be ready for daily interactions with call center leadership and proactive problem-solving. Knowledge of tools such as IEX and Genesys is a plus.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications and technologies are running as designed.
• Manage activities related to the effective implementation of the Workforce System (IEX).
• Analyze real-time metrics of call-handling and other KPIs to determine risks.

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

• 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 an 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 elevate issues accordingly.
• Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.).