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Workforce Management Manager

Company Name Confidential

Keywords / Skills : analytical skills, critical thinking, decision making, Advance Excel, Avaya CMS

5 - 10 years
Posted: 2018-07-09

Nationality
Malaysia
Industry
Customer Service
ITES/BPO
Function
Customer Service/ Call Centre/ BPO
Role
Supervisor/ Team Leader
Operations Manager
Education
Diploma
Non Degree Tertiary
Salary
90000 - 108000 MYR
Posted On
9th Jul 2018
Job Description
DUTIES & RESPONSIBILITIES:
  • Ensure that service levels for all skills are met each month. 
  • Understand business realities related to the different client groups supported, types of transactions, seasonal fluctuations and other facts that impact contact center performance. 
  • Work closely with the contact center management team to communicate staff schedule expectations, and report on adherence to these schedules. 
  • Monitor call queues in real time and ensure proper actions are being taken to make adjustments as needed and ensure agents are following expected schedules. 
  • Forecast contact center staffing requirements for annual budget and rolling 6 month periods and adjust fiscal year forecast due to changes in clients supported.
  • Communicate contact center performance results to the leadership team and internal stakeholders, including steps taken to improve performance and variances to forecasted staffing levels. 
  • Identify risks to service and cost objectives, develop strategies to eliminate these risks or mitigate its impact and communicate these effectively to the stakeholders. 
KNOWLEDGE, SKILLS & ABILITIES REQUIRED:
  • At least five (5) years of relevant work experience. 
  • Exceptional decision-making ability. 
  • Ability to work on a variety of tasks simultaneously. 
  • Attentive, accurate and focused, with a careful eye for detail. 
  • Strong work history showing excellent accountability and reliability. 
  • Strategic thinker and tactical implementer. 
  • Strong analytical abilities to provide strategies based on historical and current data. 
  • Demonstrated ability to lead effectively as well as be a valuable team player. 
  • Advanced knowledge of Excel. 
  • Knowledge of Avaya CMS systems.


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