Workforce Management Analyst – Mandarin

WFM Real-Time Analyst – Mandarin

Job Location: Malaysia (6 months Work From Home, then relocate to Johor Bahru office)

Qualifications & Requiremen

• tsExcellent communication and rapport-building skill
• s.Strong analytical skills with the ability to interpret data and provide actionable insight
• s.Ability to provide Operations Directors/Managers with recommendations and resolutions on WFM and reporting-related issue
• s.Ability to take direction from management and effectively cascade to staf
• f.Strong coaching and mentoring skill
• s.Proven ability to resolve escalated issues and provide timely updates on SLA concerns to Operations and upper managemen
• t.Experience with Workforce Management systems (e.g., IEX) and familiarity with call center technologies such as NICE, Aspect, Verint, Genesys, and Avaya is an advantag

e.
Key Responsibilit

• iesDevelop and implement inbound and outbound contact strategies to optimize customer service performan
• ce.Ensure contact center applications, routing systems, hardware, and software technologies function as intend
• ed.Maximize technology and manpower efficiency through forecasting, staffing, and scheduling (considering call volume, AHT, adherence, shrinkage, etc
• .).Manage the implementation and ongoing usage of the Workforce Management System (IE
• X).Partner with internal and external stakeholders to conduct root cause analyses of performance-impacting issues and communicate findings with leadersh
• ip.Troubleshoot call routing applications and system-related issues, providing timely resoluti
• on.Engage daily with call center leadership through project work, presentations, defect analysis, and performance strate
• gy.Monitor and analyze real-time metrics (call-handling, talk time, adherence, AHT, occupancy, ASA, etc.) to identify risks to service level targets and escalate as necessa
• ry.Maintain performance statistics and reporting at interval, daily, weekly, and monthly leve