WFM Real Time Analyst- Mandarin

Teleperformance; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A global customer service provider in Johor Bahru is looking for a role focused on developing and implementing inbound and outbound contact strategies. Responsibilities include managing call center technologies, maximizing efficiency of staffing, and analyzing performance metrics. The ideal candidate will possess strong analytical and coaching skills, with daily interaction with management to resolve escalated issues and enhance operational performance.

Qualifications

• Experience managing call center operations and technology.
• Ability to analyze call metrics and KPIs.
• Strong communication skills for interacting with management.

Responsibilities

• Develop and implement customer service strategies.
• Ensure effective operation of call center technologies.
• Maximize staffing and forecasting efficiency.
• Troubleshoot call routing issues and provide solutions.
• Analyze metrics to maintain operational performance.

Skills

Strong analytical skills

Strong coaching skills

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 (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 resolutionRequired 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 accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Qualifications

• 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 uppper management