Operations Supervisor - Mandarin- KL (Social Media)
teleperformance
FULL TIME
WFM Real Time Analyst - Penang
teleperformance· Administrative
About this role
Qualifications
- 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 uppper management
Responsibilities
- 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 resolutionRequired 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 accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
Frequently Asked Questions
Is the salary disclosed for the WFM Real Time Analyst - Penang position at teleperformance?
The salary for this WFM Real Time Analyst - Penang role at teleperformance is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the WFM Real Time Analyst - Penang position at teleperformance located?
This WFM Real Time Analyst - Penang role at teleperformance is based in MY, Pulau Pinang-Georgetown, MY. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the WFM Real Time Analyst - Penang role at teleperformance full-time or part-time?
This is listed as a FULL TIME position. It is posted as a WFM Real Time Analyst - Penang role in the Administrative department at teleperformance.
Which team or department does the WFM Real Time Analyst - Penang at teleperformance belong to?
This WFM Real Time Analyst - Penang position is part of the Administrative department at teleperformance. See the full job description for more information about the team structure and responsibilities.
How do I apply for the WFM Real Time Analyst - Penang position at teleperformance?
Click the "Apply Now" button on this page. You will be redirected to teleperformance's official application portal hosted on icims where you can submit your application directly.
When was the WFM Real Time Analyst - Penang job at teleperformance posted?
This WFM Real Time Analyst - Penang position at teleperformance was posted on Jun 8, 2024. Apply as soon as possible — early applications are often reviewed first.
WFM Real Time Analyst - Penang
teleperformance
You'll be redirected to teleperformance's official application page on icims.