WFM Real Time Analyst - Mandarin

Employer Industry: Customer Service Outsourcing Why Consider this Job Opportunity: - Opportunity for remote work for the first 6 months, followed by relocation to Johor Bahru - Chance to significantly impact customer service operations and performance - Collaborative work environment with opportunities for professional growth - Involvement in advanced call center technologies and workforce management systems - Competitive salary and benefits package What to Expect (Job Responsibilities): - Develop and implement inbound and outbound contact strategies for the Customer Service team - Ensure call center technologies are functioning effectively, including software and hardware systems - Maximize staffing effectiveness through forecasting and analysis of call volume and performance metrics - Conduct root cause analysis on performance issues and communicate findings to leadership - Analyze real-time metrics to monitor service level targets and escalate issues as necessary What is Required (Qualifications): - Excellent communication and rapport-building skills - Proficiency in Mandarin and English (both spoken and written) - Strong analytical skills and ability to provide actionable insights to management - Willingness to work from home for 6 months and relocate to Johor Bahru thereafter - Strong coaching skills and ability to manage team dynamics effectively How to Stand Out (Preferred Qualifications): - Experience with call center applications and workforce management systems (e.g., Nice, IEX, Aspect, Verint, Genesys, AVAYA) - Proven track record in analyzing call center performance metrics - Background in providing solutions to escalated issues within a customer service environment #CustomerService #WorkforceManagement #RemoteWork #CareerGrowth #AnalyticalSkills We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.