Workforce Management Analyst
1 week ago
Requirement
- Preferable with at least a Degree level
- At least five years of call center/customer service
- Experience in handling from
Forecasting, Scheduling and Real-Time Analyst - Proficient in Microsoft Excel.
- Good communication skills (both spoken and written):
- English, Bahasa Melayu
- Mandarin (advantage)
- 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 callhandling 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 agent's 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
Job Types:
Full-time, Permanent
Pay:
RM4, RM5,000.00 per month
Schedule:
- Fixed shift
- Monday to Friday
Supplemental pay types:
- Attendance bonus
- Performance bonus
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