Job Description
Job Purpose
The role is based in Kuala Lumpur, Malaysia
This role is responsible for interpreting and analyzing contact center performance, monitor shrinkage and schedule adherence, managing daily staffing / scheduling and making recommendations to improve the workforce and meet the specific needs of the business requirements.
Responsibilities
Perform root cause analysis and advise on staffing needs and performance issues impacting service levels in a timely manner. Design and creation of schedule shells, allocating productive time based on interval level staffing needs, following region specific labor laws. Monitoring queue and analyzing data in real time. Provide real time and historical reports, containing main KPIs related to intraday and scheduling functions. Involves in continuous process improvement, gathering and analyzing information related to contact center performance and staffin...
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