Realtime Workforce Analyst

2 weeks ago

Kuala Lumpur, Malaysia Abhidi Solution Private Limited Full time

_Job Description_
**JOB TITLE : WORKFORCE MANAGEMENT (WFM) ANALYST**
**DIVISION : GLOBAL WORKFORCE MANAGEMENT**
**REPORTS TO : MANAGER, TEST HOURS MANAGEMENTGENERAL**

**SUMMARY**:
Be accountable in ensuring that client/customer goals are met by analyzing work volume variances to forecast, adjusting scheduling/staffing levels as necessary and supporting a global strategy to improve
productivity.
- **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.
- Implement analysis, reporting and management tools provided by GWFM
- Prepare daily/weekly/monthly reports and distribute to the GCS leadership and Senior Management

Team.
- 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

there may be either Day, Afternoon or Night shifts across all days of the week
- **KNOWLEDGE, SKILLS & ABILITIES REQUIRED**:

- A Bachelor’s degree in Mathematics, Computer Science, Business Studies, Business Administration, or

equivalent, combined with 3 years of call center experience
- 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

always.

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

**Salary**: Up to RM4,550.00 per month

**Benefits**:

- Health insurance
- Maternity leave
- Opportunities for promotion
- Professional development
- Work from home

Schedule:

- Afternoon shift
- Day shift
- Monday to Friday
- Night shift

Supplemental pay types:

- Overtime pay

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