Workforce Management Associate

2 weeks ago

Kuala Lumpur, Malaysia Right Recruit Sdn Bhd Full time

**Responsibilities**:

- Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
- Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
- Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
- Recommend procedural and operational guideline changes to improve communications and operational efficiency.
- Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data.
- Analyzing real-time call trends and adjust staffing to ensure service levels
- Making necessary adjustments to workforce management

**Requirements**:

- 1-3 years of experience WFM / RTA / Data Analyst or relevant experience
- Japanese N1, N2, N3 level must
- Strong data analytics and creation of reports
- Experience in automating task/reports that are manual to reduce cycle time and defects.
- Proficient user of Excel and understanding call center statistics a must.
- Knowledge in VBA, macros, linked data, pivot chart tools, design tools are an advantage.
- Experience in developing dashboards, and understandable reports and useful visualization.
- Flexible schedule and excellent attendance record
- Should be amenable to work on different schedules (i.e., Day Shift, Mid Shift, Night Shi

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

**Salary**: RM3,000.00 - RM6,000.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift

Application Question(s):

- What is your expected salary?
- When is your available join date / how long for your notice period?
- Where is your current location? Will you able relocate to Penang?
- What is your Proficiency in Japanese? Example N1 / N2

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