Workforce Management - Kuala Lumpur, Malaysia - Abhidi Solution Private Limited

Abhidi Solution Private Limited
Abhidi Solution Private Limited
Verified Company
Kuala Lumpur, Malaysia

2 weeks ago

Siti Tan

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Siti Tan

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Description

Role Title:
Workforce Management Analyst

Job Type:
Permanent

Job Location:
Work from home
**Must have skills:
- **-
Scheduling:

  • Forecasting:
-
Capacity Planning:

-
WFM Calculations and formula:

-
Excel experience

GENERAL SUMMARY:


  • Experience in WorkForce Management methodologies, Data Analytics and Data Mining.
  • A good command of the English language in speaking, reading and writing
  • Excellent knowledge of Excel and Macros
  • Strong analytical and mathematical skills
  • Excellent communication skills
  • Ability to prioritize while being selfdirected
  • Ability to maintain a high standard of business ethics, professionalism and confidentiality of information always. Sense of urgency in performing tasks assigned and being accountable for all duties and responsibilities.
  • Drive overall reduction of cost by working closely with Operations Managers in improving agent productivity.
  • Implement analysis, reporting and management tools provided by GWFM
  • Prepare daily/weekly/monthly reports and distribute them to the GCS leadership and Senior Management Team.
  • Work with the leadership team on initiatives to support new business growth and overall operations.
  • Oversee all Proproctor 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 CSR 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

Pay:
Up to RM4,550.00 per month
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