Wfm Lead

2 weeks ago

Bayan Lepas, Malaysia Teleperformance Full time

Overview:

Job Summary:

  • 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 Center performance, and communicate findings and resolution to the leadership team and WFM.
  • Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
  • Analyze realtime metrics of callhandling, talktime 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.)

Qualifications:

Requirements:

  • At least
    13 years of working experience in the related field is required for this position.
-
Full-Time **positions available

  • Proficient with the
    above related software:
  • Required language(s)
    :English:
  • Preferred language(s): Bahasa Malaysia, Mandarin
  • Applicants must be willing to
    work in Penang / Kuala Lumpur.

Responsibilities:

Responsibilities:

  • Manages changes to scheduling to ensure adequate daily resource coverage.
  • Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledge
  • Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
  • Communicate with management and operations team to ensure compliance with company standards.
  • Maintain running report of attendance incidents.
  • Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
  • Processes schedule trade requests for posted schedules
  • Processes management requests for modifications of scheduling events (meetings/training, etc.).
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
  • Provides analytical support for special projects.
  • Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.
  • Communicates and works with staff members, management, Human Resources, and Accounting.

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