WFM Real Time Analyst - Penang

We are looking for a WFM Real Time Analyst to join our team in Penang, Malaysia. The successful candidate will be responsible for developing and implementing customer service strategies, managing contact center applications, and analyzing real-time metrics to determine risks to service level targets.

Requirements

• Excellent communication and rapport-building skills
• Strong analytical skills
• Strong ability to provide operations director/managers with inputs on possible resolutions and recommendations
• Able to take management direction and cascade to staff
• Strong coaching skills
• Ability to work with call center leadership team through project work, presentations, defect analysis, problem solving and strategy