WFM Real Time Analyst - Penang

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 upper management

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