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E Commerce Project - WFM Analyst - Engl...

  • Full Time, onsite
  • Teleperformance Malaysia Sdn Bhd
  • Kuala Lumpur City Centre, Malaysia
Salary undisclosed

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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.
  • 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.)