WFM Real Time Analyst

Overview

We are looking for a WFM Real Time Analyst to join our team at Teleperformance Malaysia. In this role, you will act as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required.

Qualifications

• Excellent communication rapport-building skills.
• Proficiency in Mandarin and English (spoken and written).
• Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
• 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 uppper management.

Responsibilities

• Develop and implement Customer Service inbound and outbound contact strategies.
• Ensure Call Center applications, routing, hardware and software technologies (e.g. Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed.
• Maximise effectiveness of technology an 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 cause analysis on issues impacting Contact Center performance, and communicate findings and resolution to the leadership team and WFM.

• Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution.

• Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy.

• Analyze 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.).