WFM Real Time Analyst - Mandarin

Teleperformance; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service company in Kuala Lumpur is looking for a professional to develop and implement inbound and outbound strategies. The role involves ensuring that all Call Center technologies are functioning correctly, maximizing effectiveness through careful forecasting, and maintaining operational performance statistics. Candidates will interact daily with leadership teams and conduct analysis to optimize performance metrics. This position offers an opportunity to enhance customer service delivery in a dynamic environment.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications, routing, hardware and software technologies are running as designed.
• Maximise effectiveness of technology and manpower through direct involvement in forecasting and staffing.
• Manage activities related to the effective implementation and usage of the Workforce System.
• Conduct root cause analysis on issues impacting Contact Center performance.
• Troubleshoot call routing application and system related issues.
• Interact daily with the call center leadership team.
• Analyze real-time metrics of call-handling and other KPIs.
• Maintain overall operational performance statistics.

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.).