Malaysia Technical Job Info Centre

• Ensuring the best-fit schedule are delivered to the contact centre agent in order to meet the service level.
• Analyse critical path and constraints to determine effect and impact on the work patterns taking of consideration on
• Plan & distribute work schedules in order to manage the workload through accurate forecast, staffing calculations, schedules and real time monitoring.
• Interact with vendor/client on identifying the potential of system enhancement to ensure smooth operations and efficiencies of Contact Centre.
• Identify potential staffing challenges based on crucial situation and provide recommendations to improve the Service Level.
• Responsible to continually improve the fore casting and scheduling across all contact channels.
• Monitors real-time queue and adherence reports to ensure service level and response time objectives are met and oversee the real-time resource escalation plans.

Requirements:

• Bachelor’s Degree in Business Management or any related field.
• Min 7 years of working experience in workforce management of contact centres is required for this position.
• Excellent communications skills in English both oral and written.
• Advanced skills in Microsoft Excel and excellent Power Point presentation skills.
• Able to operate in fast paced environment.
• Ability to prioritize assignments and meet all deadlines with minimal supervision.
• Able to explain complex staffing challenges and excellent analytical skills.

All qualified applicants’ kindly contact Ms. ‘Ain at 03-2161 2121 or send your updated resume to nurulain@intelek.com.my . Please be informed that only shortlisted applicants will be notified.