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WFM Real Time Analyst - KL
TeleperformancePetaling Jaya, Selangor, Malaysia30+ days ago
Job descriptionDevelop 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 resolutions to the leadership team and WFM. Troubleshoot call routing application and system-related issues with team members and partners, and provide timely resolution. 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 KPIs 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.).
Qualifications
- Excellent communication and rapport-building skills.
- Strong analytical skills.
- Ability to provide Operations Directors / Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues.
- Able to take management direction and cascade it to staff.
- Strong coaching skills.
- Provide solutions to escalated issues and updates on account SLA concerns to Operations and upper management.
Responsibilities
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Kl • Petaling Jaya, Selangor, Malaysia
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