Consumer Analyst supporting KeyBank’s Language Access Program ensuring equitable access to banking for clients with diverse language backgrounds. Manage translation workflows and enhance language resources across the enterprise.
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
Cyber Defense Analyst managing security incidents within Eversource's Security Operations Center. Overseeing compliance, incident response, and audits for information security across systems.
Senior Project Controls Analyst analyzing project data and guiding Power BI Analysts at Eversource. Responsible for monitoring project performance in the capital program across multiple departments.
Claims Verification Analyst role at Manulife ensuring integrity in health and dental claims processes. Involves auditing submissions and addressing fraud risks with stakeholders.
eDiscovery Analyst providing technical support to litigation teams at FBT Gibbons. Facilitating data management, compliance with legal requirements, and collaboration with project managers and technicians.
Lead Business Strategy Analyst at USAA collaborating with business leaders to enhance member service experiences. Utilizing analytics and strategic foresight to improve member satisfaction and value.
Factoring Analyst verifying client documentation, onboarding, and managing collections in banking sector. Requires 3 - 8 years of relevant experience and offers hybrid work schedule.
Corporate Analyst in a rotational program gaining experience in Product Management, Digital Marketing, and Analytics. Join Uline, a leading distributor in shipping and packaging materials, and fast - track your career.
Compensation Analyst II at Dairyland supporting compensation administration and implementation. Conducting salary surveys, market analyses, and ensuring compliance with compensation practices.
Quality Analyst at Ford Motor Company focusing on continuous improvement and compliance. Collaborating across functions to drive customer satisfaction and uphold quality standards.