Job Description

Location:Petaling Jaya (46100) -Salary:CompetitiveType:PermanentMain Industry:Other Industries & Skills:Customer Service & Call Centre ManufacturingAdvertiser:Job ID:131247315Posted On:19 October 2024Primary Responsibilities:-Forecasting and Planning:
Analyze historical call volume data to forecast future demand and staffing requirements, develop long-term and short-term staffing plans to meet service level targets & Create forecasts for inbound, outbound volume.
-Scheduling:
Manage agent schedules to optimize resource allocation and ensure adequate coverage & Adjust schedules in real-time to respond to unexpected changes in call volume or staffing.
-Real-Time Monitoring:
Monitor real-time call center performance metrics, including service levels, occupancy, and adherence, Identify and address discrepancies between forecasted and actual performance & Implement changes to minimize service disruptions and optimize workforce utilization.
-Reporting and Analysis:
Generate and analyze reports on key performance indicators (KPIs) from VOC dashboard, provide insights and recommendations based on data analysis to improve efficiency and productivity & communicate performance trends and potential issue when required.
-Process Improvement:
Continuously assess WFM processes & VOC data and recommend improvements to enhance accuracy and efficiency.
-Knowledge Repository Management:
knowledge in develop and maintain a centralized knowledge repository or database where information, documents, and insights are stored in an organized manner, which are uploaded into Internal knowledge based.
-Article Curation:
Ensure that the knowledge repository is up-to-date, relevant, and well-organized. Curate content to make it easily accessible by employees.
-Technology Implementation
: Explore and implement new features related to knowledge management tools and technologies with the support & guidance\xe2\x80\x99s of enterprises team.
-Collaboration with Departments:
Work closely with different departments to consolidate information and articles needs and collaborate on creating and maintaining relevant content available for employees in knowledge portal.
-Continuous Improvement:
Identify opportunities for continuous improvement in knowledge management & processes. Seek feedback from users and stakeholders to enhance the knowledge-sharing experience.
-Change Management:
Implement changes to knowledge management processes with a focus on change management principles. Ensure that internal stakeholders are informed and updated with the progress happening at digital customer service.
-Providing strong support to customer care team & the manager in any area flexibly whenever required.

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