Business Intelligence Analyst - English - Penang

Teleperformance

Early Applicant

20 days ago
Be among the first 50 applicants

Exp: 0-2 Years

Malaysia, India(estd)

Recruitment/Staffing/RPO

(estd)

Job Description

Develop and implement Customer Service inbound and outbound contact strategies.
Ensure Call Center 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 Center 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 resolutionRequired to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
Analyze real-time metrics of call-handling, talk-time and other KPI's via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordinglyMaintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

More Info

Industry:Recruitment /Staffing /RPO

Function:Customer Service

Job Type:Permanent Job, International

Skills Required

Call Center Applications

Aspect

Avaya

Workforce System

talk-time

service level targets

Software Technologies

call-handling

KPI"s

real-time metrics

escalate issues

Verint

Genesys

routing

Date Posted: 07/11/2024

Job ID: 99418277

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About Company

TeleperformanceJob Source: careers-teleperformance.icims.com

Teleperformance SE is an omnichannel company headquartered in France. The company provides customer acquisition management, customer care, technical support, debt collection, social media services, and other services. It operates in 88 countries and serves 170 markets.

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