Data Analysis jobs in United States
WFM Real Time Analyst - Mandarin
Teleperformance
Senior Data Engineer - Semiconductor Data Pipelines
Robert Bosch Semiconductor Penang Sdn Bhd
Murex Risk Systems Analyst – Data & Analytics
Unison Group
SAFETY & HEALTH COORDINATOR
Wei Tat Feedmill
Supply Chain Officer
Plastictecnic (M) Sdn Bhd
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Royal Bank of Canada
Telesales Manager
Thakral One
Process Quality Engineer
Kalmar Global
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NORTH CONSULT ENGINEERING Sdn Bhd
Senior Executive/Manager, SME Credit Policy & Portfolio Analytics
Alliance Bank
Manager, Integrated Risk MY
CIMB Group Holdings Berhad
Principal Engineer
Western Digital Tech and Regional Center (M) Sdn Bhd
Treasury Dealer
YTL Sea Digital Bank Project
Business Development Assistant Manager
Reeracoen Recruitment
Dealing & Trading Operations Specialist | CFDs Industry | Based in Malaysia
Summitnext Technologies
Hybrid Procurement Specialist—Semiconductor & Data Analytics
Renesas
Senior Consultant (Digital, Data & AI in Procurement / Supply Chain Management), Inverto
The Boston Consulting Group
SR&T Analyst/Consultant, Regulatory & Financial Risk
Deloitte PLT
Assistant Key Account Manager - The Food Purveyor, Jaya Grocer and The Store,
Unilever
Operations Analyst (EMEA Shift)
S&P Global, Inc.
Engineer, Multiwire Sawing(Dicing)
Schott Glass (M) Sdn Bhd
WFM Real Time Analyst - Mandarin
Job summary
A leading customer service company in Kuala Lumpur is looking for a professional to develop and implement inbound and outbound strategies. The role involves ensuring that all Call Center technologies are functioning correctly, maximizing effectiveness through careful forecasting, and maintaining operational performance statistics. Candidates will interact daily with leadership teams and conduct analysis to optimize performance metrics. This position offers an opportunity to enhance customer service delivery in a dynamic environment.
Responsibilities
- Develop and implement Customer Service inbound and outbound contact strategies.
- Ensure Call Center applications, routing, hardware and software technologies are running as designed.
- Maximise effectiveness of technology and manpower through direct involvement in forecasting and staffing.
- Manage activities related to the effective implementation and usage of the Workforce System.
- Conduct root cause analysis on issues impacting Contact Center performance.
- Troubleshoot call routing application and system related issues.
- Interact daily with the call center leadership team.
- Analyze real-time metrics of call-handling and other KPIs.
- Maintain overall operational performance statistics.
- Develop and implement Customer Service inbound and outbound contact strategies.
- Ensure Call Center applications, routing, hardware and software technologies (e.g. Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.
- Maximise effectiveness of technology an 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 elevate issues accordingly.
- Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.).
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.