79
puestos de Call Center en Alemania
WFM Real Time Analyst - Penang
Quiero recibir las últimas vacantes disponibles de puestos de “Call Center”
WFM Real Time Analyst - KL
Customer Service Officer - Inbound Call Center
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Team Leader
Credit Control & Collections Executive (Digital Financing, Non-Call Center)
Credit Control & Collections Executive (Digital Financing, Non-Call Center)
Direct Lending
Kuala Lumpur
MYR 100.000 - 150.000
Social Media Project - Quality Coach- English/ Malay / Mandarin Speaking
Social Media Project - Quality Coach- English/ Malay / Mandarin Speaking
Teleperformance USA
Kuala Lumpur
MYR 40.000 - 60.000
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MYR 60.000 - 90.000
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WFM Real Time Analyst - Penang
Teleperformance
Bayan Lepas
MYR 100.000 - 150.000
Descripción del empleo
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.).
* El índice de referencia salarialse calcula en base a los salarios que ofrecen los líderes de mercado en los correspondientes sectores. Su función es guiar a los miembros Prémium a la hora de evaluar las distintas ofertas disponibles y de negociar el sueldo. El índice de referencia no es el salario indicado directamente por la empresa en particular, que podría ser muy superior o inferior.
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