Job Description

Shift Role: 24/7, 9 hours per shift. Location: Bayan Lepas,Penang Responsibilities:

• Develop and implement Customer Service inbound and outbound contact strategies.

• Ensure Call Centre 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 Centre performance and communicate findings and resolution to the leadership team and WFM.

• Troubleshoot call routing application and system related issues with team members and partners and provide timely resolution.

• Required to interact daily with the call centre leaderships team through project work, presentations, defect analysis, problem solving and strategy.

• Analyse real-time metrics of call-handling, talk-time and other KPI\xe2\x80\x99s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly. \xe2\x80\xa2 Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

• Monitoring and coaching of assigned RTAs and/or Schedulers in his/her team. \xe2\x80\xa2 Develop strategies to ensure the team meets WFM obligations to Operations.

• Identify training needs of staff, propose, and communicate to upper management and cascade Management directive to staff.

Requirements:

• Excellent communication rapport-building skills.

• Strong analytical skills

• Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues.

• Able to take Management direction and cascade to staff.

• Strong coaching skills.

• Provide solutions to escalated issues and updates on account SLA concern to Operations and upper management.

• 1-3 years WFM experience.

• Prior experience in handling a team is an advantage.

• Experience with IEX scheduling will be an added advantage

Job Types: Full-time, Permanent Salary: RM5,000.00 - RM5,500.00 per month Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Professional development

Schedule:

• Rotational shift

Supplemental pay types:

• Performance bonus
• Yearly bonus

Ability to Commute:

• Bayan Lepas (Required)