Workforce Management Analyst (Call Centre)

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): English

• Mandarin or Bahasa Malaysia/Indonesia (Added advantage)

Must be a team player and problem solver

• Computer literacy is a must

• Job Responsibility:

• 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.

• 2. Call Handing Efficiency:

- Achieve and maintain optimal call-handling metrics

• SLA

Abandon Rate

• Cases Per Hour

First Response Time & Average Response Time (WhatsApp)

• Average Handling Time

- Implement strategies to minimize waiting times and maximize agent productivity without compromising service quality and SLA.

-Pulse Management.

• 3. Call Routing and Distribution:

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.

• 4. Data Analysis and Reporting:

Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement.

• Generate daily/weekly/monthly agents productivity, call volumes, and other KPIs.

• 5. Communications and Collaboration:

Effective communication and collaboration with supervisors, team leaders, agents, and others.

• 6. Continuous Improvements:

Continuous improvement initiatives.

• Working timing:

Monday - Friday (Any changes depend on Operation arrangement)

• 9am - 6pm

• Working Location:

Menara Tokio Marine Life, Jalan Tun Razak (KL)

• Nearby Ampang Park LRT/MRT

• Remuneration Package:

Base Pay: up to RM5000.00

• KPI Allowance

Attendance allowance

Job Types: Full-time, Permanent, Contract

Pay: Up to RM5,000.00 per month

Schedule:

• Fixed shift

Monday to Friday
Supplemental pay types:

• Attendance bonus

Performance bonus

Ability to commute/relocate:

• Kuala Lumpur: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• What is your nationality

What is your date of birth

• What is your last drawn base salary

What is your salary expectation

Experience:

• Workforce Management: 1 year (Preferred)

Call Center: 5 years (Preferred)

Language:

• English (Preferred)

Mandarin (Preferred)