Real Time Analyst - Malaysia - Teleperformance

    Teleperformance
    Teleperformance Malaysia

    Found in: beBee S2 MY - 1 week ago

    Default job background
    Full time
    Description

    Responsibilities

    • Develop and implement Customer Service inbound and outbound contact strategies.
    • Ensure Call Centre 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 Centre 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 centre 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.)
    • Monitoring and coaching of assigned RTAs and/or Schedulers in his/her team.
    • Develop strategies to ensure the team meets WFM obligations to Operations.
    • Identify training needs of staff, propose, and communicate to upper management and cascade Management directive to staff.

    Requirements

    • Excellent communication rapport-building skills.
    • Strong analytical skills
    • Strong coaching skills.
    • 1-3 years WFM experience.
    • Prior experience in handling a team is an advantage.
    • Experience with IEX scheduling will be an added advantage.
    • Should be amenable to work on different schedules (i.e., Day Shift, Mid Shift, Night Shift)
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