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Call Center Realtime Management Analyst

3 weeks ago

Kuala Lumpur, Malaysia Webhelp Full time

**About Us**:
At Webhelp, the human touch is everywhere. We are a fun-loving community who thrive on making a difference on behalf of the world's most exciting brands. Our business is all about creating lasting impressions for our clients and their customers.

Each Webhelper brings a different energy, a different passion, a different impulse and a unique set of skills and talents. This strand of our DNA sets us apart.

Trust, respect, integrity - that's what Webhelp is all about. There is no 'we' in Webhelp without each one of us

**Your Benefits**:

- EPF, Socso & EIS
- Medical & Annual Leave
- KPI Incentive
- Medical insurance
- Competitive salary package
- Training provided
- Fast career advancement opportunity
- Cross culture & fun working environment

**You will play an important role in**:

- Use statistical methods to analyze data and generate useful business reports
- Intraday real time monitoring of service levels for all queues and teams
- Real time monitoring of agents performance from all teams
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done
- Build and maintain strong relationships with key stakeholders from all sites to ensure shared objectives are met
- Work closely with the operations team to analyze and help improve their delivery processes
- Generate ideas for process and service improvement planning
- Produce daily, weekly and monthly internal and external reports
- Use trends and reports to forecast requirements and identify gaps in delivery processes
- Assist with projects and other duties as requested or assigned
- Strong Analysistical skills and reporting
- Create and update stakeholder reporting and competency data on a daily, weekly, monthly and quarterly basis
- Performing Root cause analysis (RCA) to identify the appropriate action to reduce/eliminate the defects in case of variance in performance metrics
- Create Agent Productivity report using pre-defined metrics to compare individual and team performance
- Preparation and validation of job aids for existing and new reports

**We do have a few job requirements that we will love to be upfront with you,**
- Preferable with Bachelor's Degree in Mathematics or Computer Engineering.
- 1+ years of experience in a Contact Center Environment.
- 1+ years previous experience in a Workforce Management role as a RTA or Analyst.
- Proven experience with Aspect or other WFM platform.
- Ability to collaborate effectively and work as part of a team.
- Strong attention to details.
- Must have advanced level Microsoft Excel skills - Including advanced formulas.
- Power BI experience would be a pre.
- Experience in outsourcing is a a pre.
- Should be able to work with senior management and provide insights.
- Previous Work Force Management experience is considered an asset.