WFM Real Time Analyst - KL
TeleperformanceKuala Lumpur, Kuala Lumpur, Malaysia
Posted June 5, 2024
Full Time
About the Company
Teleperformance offers digitally-powered business services to support global brands and promote sustainable practices.
Job Description
WFM Real Time Analyst position at KL, Malaysia. Develops and implements customer service contact strategies, ensures call center applications are running as designed, and analyzes real-time metrics to determine risks to service level targets.
Requirements
- Excellent communication and rapport-building skills
- Strong analytical skills
- Strong ability to provide recommendations on WFM and Reporting-related issues
- Able to take management direction and cascade to staff
- Strong coaching skills
- Provide solutions to escalated issues and updates on account SLA concern to Operations and upper management
