Job Description

Job Purpose
The role is based in Kuala Lumpur, Malaysia
This role is responsible for interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing / scheduling and making recommendations to improve the workforce and meet the specific needs of the business requirements.
Responsibilities

• Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner.
• Design and creation of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.
• Monitoring queue and analyzing data in real time.
• Provide real time and historical reports, containing main KPIs related to intraday and scheduling functions.
• Involves in continuous process improvement, gathering and analyzing information related to contact center performance and staffing issues.
• Assist with the forecast and capacity planning.
• Complete deliverables accurately and on time.
• Maintain a detailed record of daily activities, actions, and impacts.

Requirements

• Bachelor's Degree preferably in Applied Science (Statistics) or equivalent.
• Data driven, analytical, strong conceptualization and problem-solving skills.
• Proficiency in Microsoft Excel and Work Force Management tool.
• Proficiency in Siebel, VBA or any programming language is preferred.
• Adaptable to learn new processes, concepts, and skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to work independently, multi-task and meet tight deadlines.
• Willing to work shift hours (Monday to Sunday inclusive of Public Holiday).

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Skills Required