Assistant Manager - Petaling Jaya, Malaysia - MVC Resources

Description

Job Description
We are looking for an experienced Resource Manager to lead a growing team in KL. The main responsibilities will be 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.

Key Responsibilities:

• Enhance customer experience by ensuring we achieve good service level through accurate load forecasting
  
• Calculate and roster staffs efficiently to minimize wastage
  
• Monitor contact center efiiciency through monitoring
  
• Manage and analyse contact center load, to understand the type of calls, email and social posting we are receiving so we can use data to drive down volume or detect outages and any issues that might arise
  
• Manage Interactive Voice Response (IVR) to route calls efficiently to mitigate impact as and when necessary
  
• Regulate contact center load by coordinating SMS and email blasting from other teams (e.g Marekting, Customer Value Management and Finance)
  
• Work with other teams to understand how new product and process changes will impact the resources needed and act accordingly
  
• Lead and coach the Real Time Analytic team (RTA)