Job Purpose

The role is based in Kuala Lumpur, Malaysia

This role is responsible for interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing / scheduling and making recommendations to improve the workforce and meet the specific needs of the business requirements.

Responsibilities

• Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner.
• Design and creation of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws.
• Monitoring queue and analyzing data in real time.
• Provide real time and historical reports, containing main KPIs related to intraday and scheduling functions.
• Involves in continuous process improvement, gathering and analyzing information related to contact center performance and staffing issues.
• Assist with the forecast and capacity planning.
• Complete deliverables accurately and on time.
• Maintain a detailed record of daily activities, actions, and impacts.

Requirements

• Bachelor's Degree preferably in Applied Science (Statistics) or equivalent.
• Data driven, analytical, strong conceptualization and problem-solving skills.
• Proficiency in Microsoft Excel and Work Force Management tool.
• Proficiency in Siebel, VBA or any programming language is preferred.
• Adaptable to learn new processes, concepts, and skills.
• Ability to work under pressure in a fast-paced environment.
• Ability to work independently, multi-task and meet tight deadlines.
• Willing to work shift hours (Monday to Sunday inclusive of Public Holiday).