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Requirement
· Proven experience as a Workforce Management Analyst or similar role in a call centre environment.
· Strong analytical and problem-solving skills.
· Proficiency in workforce management software and tools (e.g., NICE IEX, Verint, etc.).
· Excellent knowledge of Microsoft Excel and other data analysis software.
· Ability to work effectively under pressure and meet tight deadlines.
· Strong communication and interpersonal skills.
· High attention to detail and accuracy.
· University education or diploma preferably in related discipline.
Preferred Requirement
· Experience with real-time management in a call centre setting.
· Knowledge of call centre technologies and telephony systems.
· Certifications in workforce management or related areas.
Responsibility
1. Forecasting and Analysis:
· Analyze historical call volume data and identify trends.
· Develop accurate short-term, mid-term, and long-term forecasts for inbound calls.
· Provide actionable insights and recommendations based on data analysis.
2. Scheduling and Optimization:
· Create and maintain agent schedules to align with forecasted call volumes.
· Implement strategies to optimize shift coverage and resource allocation.
· Adjust schedules in real-time, as needed, to manage unexpected call volume changes.
3. Real-Time Management:
· Monitor call centre performance in real-time.
· Adjust staffing levels and make real-time decisions to ensure service levels are met.
· Communicate effectively with operation managers and team leaders regarding shift changes and call volume trends.
4. Reporting and Performance Metrics:
· Generate and distribute regular performance reports, including adherence, occupancy, and service levels.
· Provide insights and recommendations to improve call centre efficiency and agent performance.
· Maintain and update workforce management reports and databases.
5. Collaboration and Communication:
· Work closely with call centre management, operation manager, team leaders, and agents to communicate scheduling changes and staffing plans.
· Participate in regular meetings to discuss workforce management strategies and improvements.
6. Process Improvement Initiatives:
· Identify and analyze process inefficiencies within the workforce management framework.
· Lead and participate in continuous improvement projects to enhance call centre operations.
· Develop and implement new strategies and processes to increase productivity and efficiency.
· Collaborate with cross-functional teams to ensure successful implementation of process improvement initiatives.
· Monitor the impact of changes and adjust strategies as necessary to achieve desired outcomes.
Remuneration Package:
Base Pay: RM4000.00 - RM5000.00
KPI Incentive: RM500.00/month
Attendance allowance: RM100.00
Working Hours:
9:00am - 6:00pm
Monday - Friday
*Note: Working hours are subject to change based on business and operational requirements.
Working Location:
Menara Tokio Marine Tower, Jalan Tun Razak (Kuala Lumpur)
Accessible by MRT/LRT Ampang Park Station
