WFM Real Time Analyst - KL
On-sitePetaling Jaya, Selangor, Malaysia
Job Summary
Develop and implement Customer Service inbound and outbound contact strategies while ensuring Call Center applications, routing, hardware, and software technologies are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing based on call volume, AHT, Adherence, and Shrinkage metrics. Analyze real-time metrics of call-handling, talk-time, and other KPIs via Workforce Management to determine risks to service level targets and escalate issues accordingly. Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis. Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance and communicate findings to leadership.
Required 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
- 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.)
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