Wfm Assistant Manager

7 months ago


Petaling Jaya, Malaysia Teleperformance Full time

Qualifications:

- A minimum of 5 years of experience in Workforce Management.
- Less than 2 years of experience in team management.
- Previous experience with IEX scheduling is considered an added advantage.

**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.).
- 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


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