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4,085
Data Analysis jobs in Malaysia
WFM Real Time Analyst - Korean
Teleperformance
Kuala Lumpur
On-site
MYR 50,000 - 70,000
Yesterday
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Category Support Executive
Giant Hypermarket
Selangor
On-site
MYR 100,000 - 150,000
Yesterday
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AVP – KYC/CDD -FIG Clients (Financial Institutions Group)
Jobstreet Malaysia
Kuala Lumpur
On-site
MYR 250,000 - 300,000
Yesterday
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Global CS Team Lead & Strategy Mentor
Teleperformance
Kuala Lumpur
On-site
MYR 100,000 - 150,000
Yesterday
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Lecturer (Mathematics) - Centre for Foundation and General Studies
Albukhary International University
Alor Setar
On-site
MYR 100,000 - 150,000
Yesterday
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Discover more opportunities than anywhere else. Find more jobs nowCustomer Service Team Lead - Malay
Teleperformance
Kuala Lumpur
On-site
MYR 100,000 - 150,000
Yesterday
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Senior Engineer, Assembly and Test Central Quality
Micron Semiconductors
Kampung Sekolah Simpang Ampat
On-site
MYR 150,000 - 200,000
Yesterday
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Teacher-IGCSE (English/Mandarin/Science/BM/ICT/Accounting/PE)
St. John's International Edu Group
Kuala Lumpur
On-site
MYR 100,000 - 150,000
Yesterday
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Connect with headhunters to apply for similar jobsSite Safety Supervisor
Penaga Dresser
Terengganu
On-site
MYR 75,000 - 100,000
Yesterday
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Lead Engineer, Statistical Process
Versatile Creation Sdn Bhd
Kulim
On-site
MYR 40,000 - 60,000
Yesterday
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Administrator, Reconciliation Production Services (Contract)
Royal Bank of Canada
Putrajaya
On-site
MYR 100,000 - 150,000
Yesterday
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Warehouse Lead, Fulfilment Centre (Simpang Renggam, Johor)
Shopee
Johor
On-site
MYR 100,000 - 150,000
Yesterday
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Principal Engineer, Product Development Engineering
Sandisk
Seberang Perai
On-site
MYR 90,000 - 120,000
Yesterday
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Quality Assurance & Metrology Technician
Jabil
Alor Merah
On-site
MYR 45,000 - 60,000
Yesterday
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Design Assurance Engineer - Medical Devices
Teleflex
Kamunting
On-site
MYR 150,000 - 200,000
Yesterday
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Branch Operations Support Supervisor - KL Eco City
JT Express
Kuala Lumpur
On-site
MYR 150,000 - 200,000
Yesterday
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Quality Engineer, Design Assurance
Teleflex
Kamunting
On-site
MYR 150,000 - 200,000
Yesterday
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Staff Engineer, Technology Development Quality & Reliability
Sandisk
Seberang Perai
On-site
MYR 80,000 - 120,000
Yesterday
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Radiographer (Nuclear Medicine Technologist)
Island Hospital Sdn Bhd
George Town
On-site
MYR 30,000 - 50,000
Yesterday
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Strategic Business Intelligence Lead
Talentcloud.ai
Petaling Jaya
On-site
MYR 50,000 - 70,000
Yesterday
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E-Commerce Executive
Precede Business Solution Sdn Bhd
Puchong
On-site
MYR 150,000 - 200,000
Yesterday
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Senior IT Audit & Data Analytics Leader
BTI Executive Search
Kuala Lumpur
On-site
MYR 120,000 - 160,000
Yesterday
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Motor Underwriter (Assistant Manager)
Tokio Marine Insurance Group
Kuala Lumpur
On-site
MYR 100,000 - 150,000
Yesterday
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WFM Real Time Analyst - Korean
Teleperformance
Kuala Lumpur
On-site
MYR 50,000 - 70,000
Full time
2 days ago
Be an early applicant
Job summary
A leading customer service provider is seeking to enhance their operations in Kuala Lumpur. The role involves developing contact strategies, ensuring that call center technologies operate effectively, and analyzing performance metrics to meet service level targets. Candidates should be ready for daily interactions with call center leadership and proactive problem-solving. Knowledge of tools such as IEX and Genesys is a plus.
Responsibilities
- Develop and implement Customer Service inbound and outbound contact strategies.
- Ensure Call Center applications and technologies are running as designed.
- Manage activities related to the effective implementation of the Workforce System (IEX).
- Analyze real-time metrics of call-handling and other KPIs to determine risks.
Tools
Nice
IEX
Aspect
Verint
Genesys
AVAYA
Job description
- 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.