Work Force Manager - BPO
Subang Jaya, Selangor
Posted today
- Company:
- BrainHunters
- Company Description:
- Brainhunters, a leading Recruitment Company in Malaysia, excels in finding the right talent for businesses. Our skill in aligning seasoned professionals with ideal roles helps companies flourish with top-notch teams. We’re adept at navigating the dynamic Malaysian job market, expertly pairing businesses with candidates who are skilled and culturally fit for the organization. As a prominent Recruitment Firm Malaysia, Brainhunters is committed to providing tailored recruitment solutions. Our specialized approach caters to individual client requirements, ensuring a smooth and efficient hiring process. Our team is dedicated to meticulously searching and placing the perfect candidates, benefiting businesses and job seekers. Our vast network and industry knowledge enable us to offer superior recruitment services throughout Malaysia.
- Contract Type:
- Full Time
- Experience Required:
- 3 to 4 years
- Education Level:
- Diploma
- Number of vacancies:
- 5
Job Description
1. Resource Planning:
Efficient allocation of resources, including staffing and scheduling, to meet fluctuating volumes and operational demands.
Optimize workforce management strategies to minimize idle time and maximize agent utilization.
2. Call Handing Efficiency:
Achieve and maintain optimal call-handling metrics
SLA
Abandon Rate
Cases Per Hour
First Response Time & Average Response Time (WhatsApp)
Average Handling Time
Implement strategies to minimize waiting times and maximize agent productivity without compromising service quality and SLA.
Pulse Management.
3. Call Routing and Distribution:
Refine call routing strategies to ensure calls are directed to the most appropriate agents.
Monitor and adjust call distribution parameters to balance the workload among agents and prevent queue bottlenecks.
4. Data Analysis and Reporting:
Analyze call center data and performance metrics to identify trends, patterns, outliers, and areas for improvement.
Generate daily/weekly/monthly agent’s productivity, call volumes, and other KPIs.
5. Communications and Collaboration:
Effective communication and collaboration with supervisors, team leaders, agents, and others.
6. Continuous Improvements:
Continuous improvement initiatives.
Working timing:
Monday - Friday (Rotational)
Timing (Rotational)
Working Location:
Subang Jaya (near LRT Subang Jaya)
Salary and Compensation :
Salary : Negotiable ( depends on experience)
Attendance allowance
Requirement:
Preferable with at least a degree level
At least 4 – 5 years of relevant experience
Proficient in Microsoft Excel.
Good communication skills (both spoken and written): English
Must be a team player and problem solver
Computer literacy is a must
- Salary:
- RM 8,000.00 Monthly
