Job Title:
Supervisor, WFM
Job Description
Essential Job Elements:
The WFM will act as a liaison between the Centralized and Site WFM teams. The WFM is responsible for team project organization, centralized and site interaction, planning and expediting/verifying the overall success of WFM management functionalities. Initiates and manages all WFM communications between centralized and site team.
· Lead WFM Analyst will act as a liaison between the Centralized and Site WFM teams.
· The Lead WFM Analyst is responsible for team project organization, centralized and site interaction, verifying the overall success of WFM management functionalities.
· Initiates and manages all WFM communications between centralized, site teams, and leadership. · Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
· Preparing of schedules using IEX for different queues across locations and mitigating gaps in schedules.
· Root cause analysis of SLA deviations, action plan development and resolution · Monitor real-time queue, schedule adherence & attendance. · Key daily exception requests and update schedules
· Optimize breaks of the day or day before the actual schedule.
· Schedule ADHOC intra-day training requests and update schedules.
· Produce and analyze daily efficiency reports (representative availability, access level etc.)
· Attend/lead centralized and/or site management meetings, as required
· Strong data source relationship understanding is desired. Database knowledge will be ideal.
· Cater to real time reporting adhoc requests as and when required.
Skills Required:
· Required good communication skill.
· Required excellent knowledge of MS Excel & Power point.
· Proficiency with in excel, access, SQL knowledge will be an added advantage.
· Willing to work 24*7.
· Candidate with RTA, Scheduling know how and reporting skill will be preferred.
· Knowledge of WFM Tools like CMS Avaya, IEX, databases.
· Ability to handle pressure situations.
· Drive for self-learning and knowledge enhancement Experience
• Contact Centre Workforce Management experience
• Extensive experience with WFM software and reporting practices.
• Ability to simplify complex operations into repeatable processes
• Comfortable in fast-paced environment
• Ability to make decision in time sensitive ambiguous situation
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
Time Type:
Full time