WFM Mission Controller
WFM Mission Controller
Malaysia · Kuala Lumpur
Category Operations

The WM Mission Controller will develop and implement Customer Service inbound and outbound contact strategies and manage all activities for the effective implementation of the workforce system.

Job Summary

  • Develop and implement Customer Service inbound and outbound contact strategies. Ensure Call Center applications, routing, hardware and software technologies (i.e., Nice, IEX, Aspect,Verint, Genesys & AVAYA) are running as designed. Maximize effectiveness of technology and manpower through direct involvement in forecasting and staffing (call volume, AHT, Adherence, Shrinkage, etc.)
  • Manage activities and initiatives related to the effective implementation and ongoing usage of the Workforce System (IEX)
  • Work with key internal and external business partners to conduct root cause analysis on issues impacting Contact Center performance and communicate findings and resolution to the leadership team and WFM
  • Troubleshoot call routing application and system related issues with team members and partners, and provide timely resolution
  • Required to interact daily with the call center leaderships team through project work, presentations, defect analysis, problem solving and strategy
  • Analyze real-time metrics of call-handling, talk-time and other KPI’s via Workforce Management (WFM) to determine risks to service level targets and escalate issues accordingly
  • Maintain overall operational performance statistics on an interval, daily, weekly, and monthly basis (Service Level, Occupancy, ASA, AHT, Adherence, etc.)

Responsibilities

  • Manage changes to scheduling to ensure adequate daily resource coverage
  • Prepare reports on staff attendance & process related KPI reporting, preferred Power BI knowledge
  • Reconcile attendance daily with employee time sheets against schedule and time in/time out reporting
  • Communicate with management and operations team to ensure compliance with company standards
  • Maintain running report of attendance incidents
  • Ensure hours are accurately accumulated and categorized in a format compatible with company and department payroll procedures
  • Process schedule trade requests for posted schedules
  • Process management requests for modifications of scheduling events (meetings/training, etc.)
  • Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction
  • Provide analytical support for special projects
  • Collaborate with fulfilment Operations Department Management on identifying opportunities to further optimize our workforce
  • Communicate and works with staff members, management, Human Resources, and Accounting

Requirements

  • Candidate must possess at least a bachelor’s degree, any field
  • At least 1-3 years of working experience in the related field is required for this position
  • Full-Time positions available
  • Proficient with the above related software
  • Required language(s): English
  • Preferred language(s): Bahasa Malaysia / Mandarin
  • Applicants must be willing to work in Penang / Kuala Lumpur

Teleperformance Malaysia embraces diversity. Qualified applicants will be considered regardless of race, ethnicity, religion, age, gender or disability.