Job Opportunities in Malaysia
November 5, 2024
Teleperformance
George Town
FULL TIME
Business Intelligence Analyst - English - Penang
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 resolution Required 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 accordingly Maintain overall operational performance statistics on an interval, daily, weekly and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)
- 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
Latest Job Opportunities
November 7, 2024
KZ TRENDY SDN BHD
Full Time & Part Time Live Host TikTok & Shopee
Ipoh
PART TIME & CONTRACT & OTHER & FULL TIME
View DetailsNovember 7, 2024
A-Asign Corporation Sdn Bhd
Call Centre Executive
Ipoh
FULL TIME & OTHER
View DetailsNovember 7, 2024
Casuarina @ Kuala Kangsar
Operations Manager
Kuala Kangsar
FULL TIME & CONTRACT
View DetailsSimilar Jobs
October 18, 2024
Talreso Consultancy and Advisory Sdn Bhd
Business Development Manager
Alor Setar
FULL TIME & OTHER
View DetailsNovember 6, 2024
ZAS HOMES SDN BHD
GENERAL MANAGER BUSINESS DEVELOPMENT
Kota Bharu
FULL TIME
View DetailsNovember 5, 2024
Shopee
Business Development (outstation) - 6 Months Contract
Tanah Merah
CONTRACT & FULL TIME
View DetailsNovember 5, 2024
I MEDIKEL PHARMACY SDN BHD
BUSINESS DEVELOPMENT COORDINATOR
Kota Bharu
OTHER
View DetailsNovember 5, 2024
TLV Logistics Sdn Bhd
Business Development (Outdoor) - Kelantan
Tanah Merah
FULL TIME
View DetailsNovember 1, 2024
J&T Cargo (Malaysia) Sdn Bhd
Business Development Representative (Kelantan)
Kota Bharu
FULL TIME & OTHER
View DetailsNew Jobs from This Company
November 5, 2024
Teleperformance
Business Intelligence Analyst - English - Penang
George Town
FULL TIME
View Details
November 1, 2024
Teleperformance
Quality Analyst - Japanese (Travel Tech)
Bayan Lepas
FULL TIME
View Details
October 30, 2024
Teleperformance
Quality Analyst (Korea Speaking) - Penang
George Town
FULL TIME
View Details
October 29, 2024
Teleperformance
Customer Success Specialist - Malay - Penang
Bayan Lepas
FULL TIME
View Details