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Subang Jaya

    Executive, Resource Management - Petaling Jaya, Malaysia - MVC Resources

    MVC Resources
    MVC Resources Petaling Jaya, Malaysia

    Found in: Talent MY C2 - 1 day ago

    MVC Resources background
    Description
    Job Description
    Job Purpose
    This role is responsible for interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing / scheduling and making recommendations to improve the workforce and meet the specific needs of the business requirements.

    Responsibilities
    • Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner
    • Design and creation of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws
    • Monitoring queue and analyzing data in real time.
    • Provide real time and historical reports, containing main KPIs related to intraday and scheduling functions.
    • Involves in continuous process improvement, gathering and analyzing information related to contact center performance and staffing issues.
    • Assist with the forecast and capacity planning
    • Complete deliverables accurately and on time
    • Maintain a detailed record of daily activities, actions, and impacts.

    Requirements

    • Bachelors Degree preferably in Applied Science (Statistics) or Operations Research
    • Data driven, analytical, strong conceptualization and problem-solving skills
    • Proficiency in Microsoft Excel and Work Force Management tool
    • Proficiency in Siebel, VBA or any programming language is preferred
    • Adaptable to learn new processes, concepts, and skills.
    • Ability to work under pressure in a fast-paced environment
    • Ability to work independently, multi-task and meet tight deadlines
    • Willing to work shift hours (Monday to Sunday inclusive of Public Holiday)
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