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Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.
Drive overall reduction of cost by working closely with Operations in improving agent productivity.
Implement analysis, reporting and management tools provided by available tools and raw data.
Prepare daily/weekly/monthly reports and distribute to the leadership and Senior Management Team.
Work with the leadership team on initiatives to support new business growth and overall operations.
Oversee all pro factor of WFM activities to ensure operational and client goals are met.
Reporting deviations from assumptions in WFM plan.
Escalation of system and technical issues.
Reporting of CMS information such as call volumes, SL and abandon rates per skill.
Adjusting skill settings if required.
Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.
Requirement:
Experience in Work Force Management methodologies, Data Analytics and Data Mining.
Excellent knowledge of Excel and Macros (added advantage).
Proficient in various PC applications such as Word, PowerPoint, Outlook and Internet.
Strong analytical and mathematical skills.
Ability to prioritize while being self-directed.
Salary & Benefit:
Attractive remuneration package above market standards.
Company Corporate Discount.
EPF, SOCSO, EIS.
Health and life insurance.
Medical & Dental Allowance.
Connected to LRT/KTM Subang Jaya via a link bridge.
Permanent role.
Parking Subsidy.
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