WFM Supervisor – Teleperformance in Petaling Jaya, Selangor

Teleperformance is currently accepting applications for the position of WFM Supervisor in the Petaling Jaya area. The job type available for this position is Full-time.

We are looking for candidates who possess proficient skills and have a minimum of beginners/seniors in the respective field. In addition to technical expertise, we highly value traits such as honesty, discipline, and a strong sense of responsibility in our prospective employees.

Teleperformance operates within the (according to the company) industry. If you are interested in applying for this position and joining our esteemed organization, we encourage you to submit your application promptly.

Job Information

Job Description

• 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 leadership team through project work, presentations, defect analysis, problem solving, and strategy.

Benefit

• Overtime bonus
• Gaining experience
• Comfortable work environment

Application Requirements

• Good communication skills
• Strong team skills
• Experience in similar work

Company address