Gtcs Analyst Level 1

2 weeks ago

Kuala Lumpur, Malaysia Prometric Full time

GENERAL SUMMARY
Essential Skills and knowledge
- Degree and/or equivalent work experience in a relevant/related field
- Possesses knowledge of general and advanced call center management including leveraging scorecards to drive improvements
- Possesses demonstrated knowledge of workforce management and call routing strategies
- Possesses knowledge of incident and problem tracking systems (Salesforce)
- Demonstrated knowledge of “Problem Management” as a discipline
- Solves strategic and tactical problems independently and in groups
- Generates innovative approaches and solutions to strategic and tactical problems
- Works with other managers to compile project requirements, resource plans, and schedules
- Implements applicable processes and procedures
- Investigates, recommends and implements new tools and technologies for teams to increase effeciency and productivity
- Recommends continuous improvement methods for getting work done more effectively and efficiently
- Strong written and verbal communication skills in English
- Experience working in a customer service/client helpdesk support role
- Experience working with Windows operating systems
- Demonstrated critical thinking and problem solving.
- Basic skills in MS office products - Word, Excel, PowerPoint.
- Ability to work independently and with team

Leadership and Communication Skills
- Professional English proficiency in both verbal and written communication
- Demonstrated experience in handling technical and operational cases
- Working with teams across different cultures and backgrounds
- Demonstrated ability in active listening
- Produces well-written technical and business documentation
- Works with management and acts together toward common goals
- Interacts and collaborates with others in a cooperative spirit
- Participates in cross-functional focus groups and activities
- Fosters healthy relationships with colleagues
- Manages and defuses difficult and emotional customers
- Holds themselves accountable for performance
- Demonstrates the ability to adjust quickly and respond positively in the face of adversity
- Understands the power of relationships within the organization to get things done
- Displays ability to identify, own and drive to resolution problems of varying degree of complexity while keeping high level company objectives in mind

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