WFM Scheduler - KL (Social Media Project)

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

Job summary

A leading company in the customer service industry is seeking a Call Center Analyst to oversee agent performance and reporting. The ideal candidate will have strong data analytics capabilities, proficiency in MS Office, particularly Excel, and excellent communication skills to ensure operational efficiency and adherence to service levels.

Qualifications

• 1-3 years of experience in a similar role.
• Proficient in MS Excel and call center statistics.
• Ability to write reports and business correspondence.

Responsibilities

• Monitor and analyze agent activity across multiple communication channels.
• Prepare Intra-Day and End-of-Day reports.
• Adjust staffing based on real-time call trends.

Skills

Customer Service Skills

Data Analytics

MS Office Proficiency

Communication Skills

Understanding Call Center Statistics

Excel Proficiency

Tools

VBA

Macros

Linked Data

Pivot Chart Tools

Design Tools

Job description

Qualifications

Minimum Skills to Hire:

· 1-3 years of experience in the same capacity

· MS Office Proficiency - Outlook/Word/Powerpoint - Basic Ability to perform advanced mathematical and statistical operations using MS Excel and other similar spreadsheet tools.

· Solid customer service skills

· Excellent verbal and written communication skills. Ability to effectively present information across all levels of the organization.

· Working knowledge of call center workload calculations

· Impeccable attendance record.

· Able to write reports, business correspondence and procedure manuals.

· IEX experience desired.

· Strong data analytics and creation of reports

· Experience in automating task/reports that are manual to reduce cycle time and defects.

· Proficient user of Excel and understanding call center statistics a must.

· Knowledge in VBA, macros, linked data, pivot chart tools, design tools is an advantage.

· Experience in developing dashboards, and understandable reports and useful visualization.

· Flexible schedule and excellent attendance record.

· Should be amenable to work on different schedules (i.e. Day Shift, Mid Shift, Night Shift).

Responsibilities

• Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
• Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
• Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
• Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
• Recommend procedural and operational guideline changes to improve communications and operational efficiency.
• Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
• Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as company�s financial goals (efficiencies) are met (IMPORTANT).
• Making necessary adjustments to workforce management software to appropriately track the productivity of Call Center Agents.
• Planning and scheduling off-phone events.
• Maintain confidentiality relative to organizational strategies, objectives, and practices
• Interpret, analyze, read, and make recommendations to sustain/improve efficiency by employing best known methods to calculate requirements from a provided or calculated forecast.