![Telecontinent Sdn Bhd](https://media.trabajo.org/img/noimg.jpg)
Workforce Management Analyst
4 weeks ago
**Requirement**
- Preferable with at least a Degree level
- At least five years of call center/customer service
- Proficient in Microsoft Excel.
- Good communication skills (both spoken and written):
- English
- Chinese
- Bahasa Malaysia/Indonesia
- 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
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