Team Leader - Subang Jaya, Malaysia - IGT Malaysia

IGT Malaysia

Verified Company

Subang Jaya, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

GENERAL SUMMARY:

Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing/planning levels as necessary and supporting a global strategy to improve productivity.

DUTIES & RESPONSIBILITIES:

Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
Drive overall reduction of cost by working closely with Operations in improving agent productivity.
Implement analysis, reporting and management tools provided by available tools and raw data.
Prepare daily/weekly/monthly reports and distribute to the leadership and Senior Management Team.
Work with the leadership team on initiatives to support new business growth and overall operations.
Oversee all pro factor of WFM activities to ensure operational and client goals are met.
Reporting deviations from assumptions in WFM plan
Escalation of system and technical issues
Reporting of CMS information such as call volumes, SL and abandon rates per skill
Adjusting agents skill settings if required
Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

Experience in
Work Force Management methodologies, Data Analytics and Data Mining.
Language Requirement : English language
Excellent knowledge of Excel and Macros (added advantage)
Strong analytical and mathematical skills
Excellent communication skills
Ability to prioritize while being selfdirected

Project :
Airlines Industry (Rotational shift/Permanent night shift)

Location :
UOA Business Park (Connected to KTM/LRT Subang Jaya)

Benefits: