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Workforce Management Analyst

3 months ago

Kuala Lumpur, Malaysia Telecontinent Sdn Bhd Full time

**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 call-handling 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: RM4,000.00 - RM5,000.00 per month

Schedule:

- Fixed shift
- Monday to Friday

Supplemental pay types:

- Attendance bonus
- Performance bonus

Application Deadline: 06/03/2024