Job Description

DUTIES & RESPONSIBILITIES:

• 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 Managers in improving agent productivity.

• Implement analysis, reporting and management tools provided by GWFM

• Prepare daily/weekly/monthly reports and distribute to the GCS leadership and Senior Management Team.

• Work with the leadership team on initiatives to support new business growth and overall operations.

• Oversee all Pro-proctor 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 CSR 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

• A Bachelor\'s degree in Mathematics, Computer Science, Business Studies, Business Administration, or equivalent, combined with 3 years of call center experience

• Experience in Work Force Management methodologies, Data Analytics and Data Mining.

• A good command of the English language in speaking, reading and writing

• Excellent knowledge of Excel and Macros

• Proficient in various PC applications such as Word, PowerPoint, Outlook and Internet

• Strong analytical and mathematical skills

• Excellent communication skills

• Ability to prioritize while being self-directed

• High School education or equivalent

• Ability to maintain high standard of business ethics, professionalism and confidentiality of information always.

• Pay Type Salary

• Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Prometric