Workforce Management Analyst - Malaysia, Kuala Lumpur - Telecontinent

Description

Requirement

Preferable with at least a Degree level

At least five years of call center/customer service

Proficient in Microsoft Excel.

Good communication skills (both spoken and written) in English, Chinese, or/ Bahasa Malaysia/Indonesia

Must be a team player and problem solver

Computer literacy is a must

Job Responsibility:

1. Resource Planning:

• Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands.
• Optimize workforce management strategies to minimize idle time and maximize agent utilization.

2. Call Handing Efficiency:

Achieve and maintain optimal call-handling metrics

• SLA
• Abandon Rate
• Cases Per Hour
• First Response Time & Average Response Time (WhatsApp)
• Average Handling Time

Implement strategies to minimize waiting times and maximize agent productivity without compromising service quality and SLA.

-Pulse Management.

3. Call Routing and Distribution:

• Refine call routing strategies to ensure calls are directed to the most appropriate agents.
• Monitor and adjust call distribution parameters to balance the workload among agents and prevent queue bottlenecks.

4. Data Analysis and Reporting:

• Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement.
• Generate daily/weekly/monthly agentâs productivity, call volumes, and other KPIs.

5. Communications and Collaboration:

• Effective communication and collaboration with supervisors, team leaders, agents, and others.

6. Continuous Improvements:

• Continuous improvement initiatives.

Working timing:

Monday - Friday (Any changes depend on Operation arrangement)

9am - 6pm

Working Location:

Menara Tokio Marine Life, Jalan Tun Razak (KL)

Remuneration Package:

Base Pay: up to RM5000.00

KPI Allowance

Attendance allowance