Operations Supervisor - Mandarin- KL (Social Media)
teleperformance
FULL TIME
WFM Supervisor - KL
teleperformance· Client Operations
About this role
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
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.
Frequently Asked Questions
Is the salary disclosed for the WFM Supervisor - KL position at teleperformance?
The salary for this WFM Supervisor - KL 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 Supervisor - KL position at teleperformance located?
This WFM Supervisor - KL role at teleperformance is based in 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 Supervisor - KL role at teleperformance full-time or part-time?
This is listed as a FULL TIME position. It is posted as a WFM Supervisor - KL role in the Client Operations department at teleperformance.
Which team or department does the WFM Supervisor - KL at teleperformance belong to?
This WFM Supervisor - KL position is part of the Client Operations department at teleperformance. See the full job description for more information about the team structure and responsibilities.
How do I apply for the WFM Supervisor - KL 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 Supervisor - KL job at teleperformance posted?
This WFM Supervisor - KL position at teleperformance was posted on Oct 23, 2024. Apply as soon as possible — early applications are often reviewed first.
WFM Supervisor - KL
teleperformance
You'll be redirected to teleperformance's official application page on icims.