Join Manulife as a Bilingual Junior Fraud Analyst to analyze calls. Help protect customers by resolving potential fraud quickly and effectively.
About the role
- Key support for Customer Service team at Teleperformance Malaysia. Requires expertise in WFM and relocation after 6 months remote work.
Responsibilities
- Develop and implement Customer Service inbound and outbound contact strategies
- Ensure Call Center applications, routing, hardware and software technologies (e.g. Nice, IEX, Aspect, Verint, Genesys & AVAYA) are running as designed
- Maximise 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
- 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.)
Requirements
- 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 provide Operations Director/Managers with inputs on possible resolutions and recommendations on WFM and Reporting-related issues
- Able to take Management direction and cascade to staff
- Strong coaching skills
- Provide solutions to escalated issues and updates on account SLA concern to Operations and upper management
Benefits
- Professional development
- remote work for 6 months
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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