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Workforce Management Analyst

2 weeks ago

George Town, Malaysia GrowthFn Full time

Responsibilities:

- Develop and implement Customer Service inbound and outbound contact strategies.
- 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 causeanalysis on issues impacting Contact Centre performance and communicate findings and resolution tothe leadership team and WFM.
- 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.

Pay: RM4,000.00 - RM4,800.00 per month

Ability to commute/relocate:

- George Town: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Your Nationality
- Your current location
- Your Whatsapp number
- This position is under Teleperformance Penang and work is on site in Penang, have you applied for this role before?
- Your current salary?
- Your expected salary?
- Notice period

**Education**:

- Bachelor's (preferred)

**Experience**:

- Workforce management in BPO: 1 year (preferred)
- Workforce Management Analysis in BPO: 1 year (preferred)