WFM Real Time Analyst - Penang

Teleperformance; Bayan Lepas; On-site; MYR 100,000 - 150,000; 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

Qualifications

• 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 concerns to Operations and upper management.

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 leadership 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.).