WFM Lead - Penang

Overview

Job Summary:

• Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys &  AVAYA) are running as designed. 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 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.)

Qualifications

Requirements:

• Candidate must possess at least a Bachelor's Degree, any field.
• At least 1-3 years of working experience in the related field is required for this position.
• Full-Time positions available
• Proficient with the above related software
• Required language(s): English
• Preferred language(s): Bahasa Malaysia, Mandarin
• Applicants must be willing to work in Penang / Kuala Lumpur.

Responsibilities

• Manages changes to scheduling to ensure adequate daily resource coverage.
• Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledge
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.  
• Communicate with management and operations team to ensure compliance with company standards. 
• Maintain running report of attendance incidents. 
• Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.
• Processes schedule trade requests for posted schedules 
• Processes management requests for modifications of scheduling events (meetings/training, etc.). 
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction. 
• Provides analytical support for special projects. 
• Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce. 
• Communicates and works with staff members, management, Human Resources, and Accounting.