Job Description
- Monitor real-time contact centre operations, including agent availability, call volumes, and service levels. Adjust staffing schedules as needed.
- Analyze contact centre patterns, including volumes, trends, attrition rates, occupancy rates, agent productivity, and identify potential risks or gaps in service delivery.
- Use analysis results to forecast contact centre workload.
- Develop and manage staff schedules to align with operational needs.
- Track and analyze key performance metrics, providing regular reports to identify trends and areas for improvement in agent productivity and overall contact centre efficiency.
- Prepare reports on staffing metrics and collaborate with teams to improve efficiency.
- Provide recommendations for improving scheduling efficiency, resource allocation, and service levels.
- Ensure compliance with labour laws and company policies.
- Communicate with team leader and agents regarding any immediate schedule changes or performance expectations.
- Assist with generating post-event performance reports and data analysis for ongoing process improvements.
- Perform any other tasks necessary for quality service.
Qualification
- At least a Diploma, Post Graduate Diploma, Bachelor / Professional Degree (in any discipline) with 1-year relevant experience in customer contact center.
Requirements
- Understanding of workforce forecasting, scheduling, and capacity planning to ensure optimal staffing levels.
- Candidate with customer service / Contact Centre Team Lead experience will be an added advantage.
- Able to speak and write in English & Bahasa Malaysia fluently. Other languages will be an added advantage.
Note: Only shortlisted candidates will be contacted.
