Teleperformance USA
WFM Lead - Penang
Teleperformance USA, Mastic, New York, United States, 11950
Overview:
Job Summary:
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 strategyAnalyze real-time metrics of call-handling, talk-time and other KPIs 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.)
Qualifications:Requirements:Candidate must possess at least a
Bachelor's Degree , any field.At least
1-3 years of working experience
in the related field is required for this position.Full-Time
positions availableProficient with the
above related softwareRequired language(s):
EnglishPreferred language(s): Bahasa Malaysia, MandarinApplicants must be willing to
work in Penang / Kuala Lumpur .
Responsibilities:Responsibilities:
Manages changes to scheduling to ensure adequate daily resource coverage.Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledgeReconciles attendance daily with employee timesheets against schedule and time in/time out reporting.Communicate with management and operations team to ensure compliance with company standards.Maintain running report of attendance incidents.Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.Processes schedule trade requests for posted schedulesProcesses management requests for modifications of scheduling events (meetings/training, etc.).Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.Provides analytical support for special projects.Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.Communicates and works with staff members, management, Human Resources, and Accounting.
Job Summary:
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 strategyAnalyze real-time metrics of call-handling, talk-time and other KPIs 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.)
Qualifications:Requirements:Candidate must possess at least a
Bachelor's Degree , any field.At least
1-3 years of working experience
in the related field is required for this position.Full-Time
positions availableProficient with the
above related softwareRequired language(s):
EnglishPreferred language(s): Bahasa Malaysia, MandarinApplicants must be willing to
work in Penang / Kuala Lumpur .
Responsibilities:Responsibilities:
Manages changes to scheduling to ensure adequate daily resource coverage.Prepares reports on staff attendance & proces related KPI reporting, preferred Power BI knowledgeReconciles attendance daily with employee timesheets against schedule and time in/time out reporting.Communicate with management and operations team to ensure compliance with company standards.Maintain running report of attendance incidents.Ensures hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures.Processes schedule trade requests for posted schedulesProcesses management requests for modifications of scheduling events (meetings/training, etc.).Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.Provides analytical support for special projects.Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce.Communicates and works with staff members, management, Human Resources, and Accounting.