Workforce Management Analyst – Coaching / Acting TL (1 HEAD COUNT-MALAYSIAN)

  • Wing Kei Enterprise
  • Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia
  • 01 Apr, 2019
Full time Customer Service Marketing QA-Quality Control Research Social Media

Job Description

Workforce Management Analyst – Coaching / Acting TL (1 HEAD COUNT-MALAYSIAN)

RM 3,000 - RM 4,000 a month

Job Description

  • Work on a team with local managers and supervisors to understand factors impacting service levels and work together to agree on steps to optimize.
  • Conduct real-time monitoring of queues and skill sets and identify intra-day trends.
  • Make adjustment to call prioritization in coordination with managers and supervisors based on real-time trends.
  • Report on schedule adherence and notify team members on the floor to resolve adherence issues.
  • Manage agents' time-off requests and schedule swaps
  • Send out daily performance updates including interval and intraday service levels and attendance.
  • Produce weekly and monthly agent level scorecard to provide analysis of areas of opportunity, such as AHT, ACW, QA, Schedule Adherence, and service level stats.

Job Requirements

Job Requirement

  • Experience with Avaya/CMS systems.
  • Experience in a WFM analyst role for a minimum of 2 years.
  • High proficiency in Excel, with Strong analytical abilities.
  • Ability to work on a variety of tasks simultaneously.
  • Attentive, accurate and focused, with careful eye for detail.
  • Strong work history showing excellent accountability and reliability.

Additional Information

Other Information:

Working hours - Night Shift (8.00pm to 5.00am)

Working days - Monday to Friday

Observe US Public Holiday


Job Type: Full-time

Salary: RM3,000.00 to RM4,000.00 /month



Workforce Management: 1 year (Preferred)

Skill Level

Senior Executive

Salary Range

RM2000 - RM4000