Workforce Management Analyst (call Center)
Kuala Lumpur, Malaysia
Job Description
- Experience in handling from Forecasting, Scheduling and Real-Time Analyst (RTA)- Proficient in Microsoft Excel.- Good communication skills (both spoken and written):- English, Bahasa Malaysia- Mandarin (advantage)- Must be a team player and problem solver- Computer literacy is a mustResponsibilitiesJob Responsibility:1. Resource Planning:
- Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands.
- Optimize workforce management strategies to minimize idle time and maximize agent utilization.
- SLA
- Abandon Rate
- Cases Per Hour
- First Response Time & Average Response Time (WhatsApp)
- Average Handling Time
- Refine call routing strategies to ensure calls are directed to the most appropriate agents.
- Monitor and adjust call distribution parameters to balance the workload among agents and prevent queue bottlenecks.
- Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement.
- Generate daily/weekly/monthly agent\'s productivity, call volumes, and other KPIs.
- Effective communication and collaboration with supervisors, team leaders, agents, and others.
- Continuous improvement initiatives.
- Annual Leave
- Medical and Hospitalisation Leave
- EPF / SOCSO / PCB
- Allowance Provided
- 5 Working Days
Ricebowl
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Job Detail
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Job IdJD1046160
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:5000 per month
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Employment StatusPermanent
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Job LocationKuala Lumpur, Malaysia
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EducationNot mentioned