Teleperformance

Business Intelligence Analyst - English - Penang

Job Locations MY-Pulau Pinang-Georgetown | MY-Pulau Pinang-Georgetown
Requisition Post Information* : Posted Date 2 weeks ago(11/4/2024 10:10 PM)
Requisition ID
2024-56749
Category
Administrative
Country
Malaysia

Overview

  • 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.)
  •  

Responsibilities

  • Excellent communication rapport-building skills.
  • Strong analytical skills
  • Strong ability to provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting -related issues
  • Able to take Management direction and cascade to staff
  • Strong coaching skills
  • Provide solutions to escalated issues  and updates on account SLA concern to Operations and uppper management

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed