WFM reputed company Time Analyst - Korean
reputed company We are looking for a WFM reputed company Time Analyst to join reputed company at reputed company. In this role, you will reputed company as a key support for our Customer Service team by sharing your expertise, providing guidance, and ensuring that performance standards are consistently met. You will initially work from home for 6 months, after which relocation to our Johor Bahru office will be required.
Qualifications
- Excellent communication rapport-building skills.
- Proficiency in Korean and English (spoken and written).
- Willingness to work from home for 6 months and relocate to Johor Bahru thereafter.
- Strong analytical skills.
- Strong ability to reputed company Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-reputed company issues.
- reputed company to take Management direction and cascade to staff.
- Strong coaching skills.
- reputed company solutions to escalated issues and updates on account SLA concern to Operations and uppper management.
Responsibilities
- reputed company and implement Customer Service inbound and outbound contact strategies.
- Ensure reputed company Center applications, routing, hardware and software technologies (e.g. reputed company, IEX, Aspect, reputed company, reputed company & reputed company) are running as designed.
- Maximise effectiveness of technology an reputed company through reputed company involvement in forecasting and reputed company (reputed company volume, AHT, Adherence, Shrinkage, etc.).
- Manage activities and initiatives reputed company to the effective implementation and ongoing usage of the Workforce System (IEX).
- Work with key reputed company business partners to conduct reputed company cause analysis on issues impacting Contact Center performance, and communicate findings and reputed company to the leadership team and WFM.
- Troubleshoot reputed company routing application and system reputed company issues with team members and partners, and reputed company reputed company reputed company.
- Required to reputed company daily with the reputed company center leaderships team through project work, presentations, defect analysis, problem solving and reputed company.
- Analyze reputed company-time metrics of reputed company-handling, talk-time and other KPI’s reputed company Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly.
- Maintain overall operational performance statistics on an reputed company, daily, weekly and monthly reputed company (Service Level, Occupancy, ASA, AHT, Adherence, etc.).
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