Workforce Management Analyst

1 week ago

Air Itam, Malaysia GrowthFn Sdn Bhd Full time

Vacancy: Workforce Management Analyst - Mandarin Speaker
- Location: Penang, Malaysia
- Salary - RM 5000
- Work Schedule: Mon to Fri - 24/7 shift (Weekend off)
- Head count - 2

*Malaysians
- Experience: 1 - 3 years Workforce Management Analyst experience
- Responsibilities:

- Develop and implement Customer Service inbound and outbound contact strategies.

Verint, Genesys & AVAYA) are running as designed.
- 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 Centre performance and communicate findings and resolution to

the leadership team and WFM.

provide timely resolution.
- Required to interact daily with the call centre leaderships team through project work, presentations,

defect analysis, problem solving and strategy.
- Analyse real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management

(WFM) to determine risks to service level targets and escalate issues accordingly.
- Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis

(Service Level, Occupancy, ASA, AHT, Adherence, etc.)
- Monitoring and coaching of assigned RTAs and/or Schedulers in his/her team.
- Develop strategies to ensure the team meets WFM obligations to Operations.
- Identify training needs of staff, propose, and communicate to upper management and cascade

Management directive to staff.

*Requirements:

- Excellent communication rapport-building skills.
- Strong analytical skills
- Strong ability to provide Operations Director/Managers with inputs on possible resolutions and

recommendations on WFM and Reporting -related issues.
- Able to take Management direction and cascade to staff.
- Strong coaching skills.
- Provide solutions to escalated issues and updates on account SLA concern to Operations and upper

management.
- 1-3 years WFM experience.
- Prior experience in handling a team is an advantage.
- Experience with IEX scheduling will be an added advantage.

**Job Types**: Full-time, Permanent

**Salary**: RM5,000.00 - RM5,001.00 per month

Application Question(s):

- How many years of experience as Workforce Management Analyst?
- Do you have experience/skill in the following?

i) Verint (Yes/No):
ii) Genesys (Yes/No):
iii) AVAYA (Yes/No):

- Job Location is Penang, are you okay with it?
- Are you a Malaysia?
- Can you speak and write Mandarin?

**Education**:

- STM/STPM (preferred)

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