WFM Real-Time Analyst: Optimize Call Center Performance

Teleperformance; Bayan Lepas; On-site; USD 7,000 - 15,000; Full time

Job summary

An established industry player is seeking a skilled professional to enhance customer service operations. In this role, you will develop and implement effective contact strategies, ensuring that call center technologies operate seamlessly. Your analytical prowess will be vital in maximizing the effectiveness of technology and manpower, while your strong communication skills will facilitate collaboration with the leadership team. This is an exciting opportunity to make a significant impact on operational performance and drive improvements in service delivery. If you thrive in a dynamic environment and are passionate about optimizing customer interactions, this position is for you.

Qualifications

• Excellent communication and rapport-building skills are essential.
• Strong analytical and coaching skills required.

Responsibilities

• Develop and implement customer service contact strategies.
• Ensure call center technologies are functioning as intended.
• Analyze metrics to maintain operational performance.

Skills

Communication Skills

Analytical Skills

Coaching Skills

Problem-Solving Skills

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

An established industry player is seeking a skilled professional to enhance customer service operations. In this role, you will develop and implement effective contact strategies, ensuring that call center technologies operate seamlessly. Your analytical prowess will be vital in maximizing the effectiveness of technology and manpower, while your strong communication skills will facilitate collaboration with the leadership team. This is an exciting opportunity to make a significant impact on operational performance and drive improvements in service delivery. If you thrive in a dynamic environment and are passionate about optimizing customer interactions, this position is for you.