Wfm Real Time Analyst

2 weeks ago


Subang Jaya, Selangor, Malaysia Teleperformance Full time

Qualifications:

  • Excellent communication rapportbuilding skills.
  • Strong analytical skills
  • Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting related issues
  • Able to take Management direction and cascade to staff
  • Strong coaching skills
  • Provide solutions to escalated issues and updates on account SLA concern to Operations and uppper management

Responsibilities:

  • Develop and implement Customer Service inbound and outbound contact strategies.
  • Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.).
  • Analyze realtime metrics of callhandling, talktime and other KPI's via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)


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