Workforce Management Analyst
Posted on:
Contract
Job Scope
Job Description:
- Resource Planning: a. Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands. b. Optimize workforce management strategies to minimize idle time and maximize agent utilization.
- Call Handing Efficiency:
a. Achieve and maintain optimal call-handling metrics
i. SLA
ii. Abandon Rate
iii. Cases Per Hour
iv. First Response Time & Average Response Time (WhatsApp)
v. Average Handling Time
b. Implement strategies to minimize waiting times and maximize agent productivity without compromising service quality and SLA. c. Pulse Management. - Call Routing and Distribution: a. Refine call routing strategies to ensure calls are directed to the most appropriate agents. b. Monitor and adjust call distribution parameters to balance the workload among agents and prevent queue bottlenecks.
- Data Analysis and Reporting: a. Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement. b. Generate daily/weekly/monthly agent’s productivity, call volumes, and other KPIs.
- Communications and Collaboration: a. Effective communication and collaboration with supervisors, team leaders, agents, and others.
- Continuous Improvements: a. Continuous improvement initiatives.
Job Requirement
Requirement:
- Preferable with at least a Degree level
- At least five years of call center/customer service
- Proficient in Microsoft Excel.
- Good communication skills (both spoken and written) in English, Chinese, or/ Bahasa Malaysia/Indonesia
- Must be a team player and problem solver
- Computer literacy is a must
- Able to work independently, pleasant and helpful
- Highly organized and efficient with the ability to multi-task and work in a fast-paced and result-driven environment
Minimum Year of Working Experience
5 Years
Minimum Qualification
Bachelor's Degree
Minimum Grade
P - Pass
Field Of Study
Not Specified