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WFM Real Time Analyst - Penang

WFM Real Time Analyst - Penang

TeleperformanceBayan Lepas, Penang, Malaysia
30+ days ago
Job description

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.).
  • #J-18808-Ljbffr

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    Penang • Bayan Lepas, Penang, Malaysia

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