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5,990

Human Resource Management jobs in Malaysia

WFM Real Time Analyst - KL

Teleperformance USA

Petaling Jaya
On-site
MYR 60,000 - 90,000
30+ days ago
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Lab Technician

Forwardenergy

Perak
On-site
MYR 24,000 - 36,000
30+ days ago

Bilingual Translators (Mandarin – Malay)

Fairwork

Klang City
On-site
MYR 100,000 - 150,000
30+ days ago

Talent Acquisition Consultant

Internetwork Expert

Johor Bahru
On-site
MYR 100,000 - 150,000
30+ days ago

Finance Manager

Forwardenergy

Kuala Lumpur
On-site
MYR 60,000 - 90,000
30+ days ago
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Talent Acquisition Specialist – Tech (Banking)

Sperton Global AS

Subang Jaya
On-site
MYR 60,000 - 80,000
30+ days ago

Recruitment Advisor (Vietnamese Speaker)

Allegis Global Solutions

Kuala Lumpur
On-site
MYR 100,000 - 150,000
30+ days ago

Production Supervisor (Night Shift)

Samtec

Johor Bahru
On-site
MYR 60,000 - 80,000
30+ days ago
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Sales Compensation Senior Analyst

Quest Software

Cyberjaya
On-site
MYR 100,000 - 150,000
30+ days ago

Cloud Architect

U Mobile Sdn Bhd

Kuala Lumpur
On-site
MYR 150,000 - 200,000
30+ days ago

Head of Retail Operations (Beauty)

Randstad

Kuala Lumpur
On-site
MYR 120,000 - 150,000
30+ days ago

Technical Support Administrator

RIMINI_MALAYSIA RIMINI STREET MALAYSIA Sdn Bhd

Malaysia
Remote
MYR 60,000 - 85,000
30+ days ago

Head of Finance, Malaysia

QBE Europe

Petaling Jaya
On-site
MYR 250,000 - 300,000
30+ days ago

Specialist, Business Development, Agency

QBE Europe

Petaling Jaya
On-site
MYR 100,000 - 130,000
30+ days ago

Enterprise Architecture

ASK Headhunter

Subang Jaya
On-site
MYR 120,000 - 160,000
30+ days ago

Chief Operating Officer (Chemical Manufacturing)

Michael Page

Kuala Selangor
On-site
MYR 300,000 - 500,000
30+ days ago

Production Manager - Lean Ops, Quality & Team Leader

Bunge

Pasir Gudang
On-site
MYR 80,000 - 100,000
30+ days ago

MANAGER, DATA SCIENCE

NielsenIQ

Petaling Jaya
On-site
MYR 70,000 - 90,000
30+ days ago

QC Executive

Kerry

Johor Bahru
On-site
MYR 40,000 - 60,000
30+ days ago

Sales Manager, Bancassurance

RHB Banking Group

Selangor
On-site
MYR 150,000 - 200,000
30+ days ago

Sales Director (Solar Corporate Sales)

Talent Recruit

Selangor
On-site
MYR 120,000 - 180,000
30+ days ago

Spare Parts Manager

Crown Equipment Sdn. Bhd (Malaysia)

Shah Alam
On-site
MYR 60,000 - 80,000
30+ days ago

Vice President - Operations APAC

dLocal

Kuala Lumpur
Hybrid
MYR 200,000 - 250,000
30+ days ago

Country R2R Manager

Novartis Farmacéutica

Selangor
Hybrid
MYR 120,000 - 180,000
30+ days ago

Financial Analyst

Ecolab

Kuala Selangor
On-site
MYR 100,000 - 150,000
30+ days ago

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WFM Real Time Analyst - KL
Teleperformance USA
Petaling Jaya
On-site
MYR 60,000 - 90,000
Full time
30+ days ago

Job summary

A global customer service provider in Petaling Jaya is looking for an experienced individual to develop and implement inbound and outbound customer service strategies. Responsibilities include managing workforce systems, analyzing real-time metrics, and collaborating with leadership teams to enhance operational performance. Strong communication and analytical skills are essential for this role.

Qualifications

  • Excellent communication rapport-building skills.
  • Strong analytical skills.
  • Strong coaching abilities.
  • Capable of providing operational inputs and recommendations.

Responsibilities

  • Develop and implement Customer Service strategies.
  • Ensure Call Center systems are operationally effective.
  • Analyze metrics to assess service level risks.
  • Interact with leadership team for updates and resolutions.

Skills

Communication skills
Analytical skills
Coaching skills
Problem-solving skills

Tools

Nice
IEX
Aspect
Verint
Genesys
AVAYA
Job description
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 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 escalate issues accordingly. Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.).
  • 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 concern to Operations and uppper management
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* 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.

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