WFM Real Time Analyst - Penang

Teleperformance USA; Bayan Lepas; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading customer service provider in Penang is seeking a manager to develop and implement inbound and outbound contact strategies. The ideal candidate will ensure that call center technologies are functioning correctly and maximize efficiency through effective management of technology and staff. Strong communication and analytical skills are essential for this role, which will involve daily interactions with the call center leadership team.

Qualifications

• Proven ability to analyze call-handling metrics and determine risks.
• Experience with Workforce Management systems and reporting.
• Ability to communicate effectively with management and team members.

Responsibilities

• Develop and implement customer service contact strategies.
• Ensure call center technologies are running as designed.
• Maximize effectiveness of technology and manpower.

Skills

excellent communication skills

strong analytical skills

strong coaching skills

Tools

Nice

IEX

Aspect

Verint

Genesys

AVAYA

Job description

Responsibilities

• 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 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.).

• Excellent communication rapport-building skills.
• 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