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Workforce Management Analyst
4 weeks ago
**Workforce Management Analyst**
**Job Type**: Permanent
**Experience**: 3-4 Years
**Division **:GLOBAL WORKFORCE MANAGEMENT
**Report To**: MANAGER, TEST HOURS MANAGEMENT
**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 Managers in improving agent productivity.
- There may be either Day, Afternoon or Night shifts across all days of the week
- KNOWLEDGE REQUIRED: equivalent, combined with 3 years of call center experience.
- Implement analysis, reporting and management tools provided by GWFM
- Prepare daily/weekly/monthly reports and distribute to the GCS leadership and Senior Management
- Work with the leadership team on initiatives to support new business growth and overall operations.
- Oversee all Pro-proctor 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 CSR skill settings if required
- Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that
- A Bachelor’s degree in Mathematics, Computer Science, Business Studies, Business Administration, or
- Experience in Work Force Management methodologies, Data Analytics and Data Mining.
- A good command of the English language in speaking, reading and writing
- Excellent knowledge of Excel and Macros
- Strong analytical and mathematical skills
- Excellent communication skills
- Ability to prioritize while being self-directed
- High School education or equivalent
- Ability to maintain high standard of business ethics, professionalism and confidentiality of information
**Experience**:
- Call Center: 3 years (preferred)
Ability to Relocate:
- Kuala Lumpur: Relocate before starting work (required)
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