Team Leader

2 weeks ago


Subang Jaya, Selangor, Malaysia IGT Malaysia Full time

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:

  • 5 working days in a week
  • EPF & SOSCO
  • Attractive Annual leaves
  • Medical coverage
  • Dental claims
  • Health and Life Insurance
  • Quarterly staff recognition and appreciation
  • Beautiful and Serene Environment
  • Walking distance from Subang Jaya LRT/KTM station to office via link bridge

Job Types:
Full-time, Permanent

Salary:
RM5, RM6,000.00 per month

Benefits:

  • Dental insurance
  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Afternoon shift
  • Day shift
  • Early shift
  • Evening shift
  • Night shift
  • Rotational shift

Supplemental pay types:

  • Performance bonus

Application Question(s):

  • When would you be available to start working with us?

Experience:

  • RTA/RTFM/

WFM:
4 years (preferred)
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