WFM Scheduler - KL (Social Media Project)

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

Job summary

A leading company in the call center industry seeks a Monitoring and Reporting Specialist to oversee real-time agent activity and ensure operational efficiency. The ideal candidate will leverage data analytics skills and proficiency in Excel to report trends and contribute to strategic decisions. This role requires strong communication abilities and flexibility to work various shifts.

Qualifications

• 1-3 years of experience in a monitoring role.
• Ability to analyze call center statistics and create reports.
• Familiarity with workforce management software.

Responsibilities

• Monitor and report on agent activity across multiple lines of business.
• Analyze call trends and make staffing adjustments accordingly.
• Prepare client and internal reports, ensuring accuracy and timeliness.

Skills

Customer Service Skills

Data Analytics

Excel Proficiency

Communication Skills

Tools

MS Excel

VBA

IEX

Job description

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• 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.

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).