Workforce & Queue Management Analyst, Customer Support - Trust & Safety
- Kuala Lumpur
- Permanent
- Full-time
As a Workforce & Queue Management Analyst within the Customer Support team, you will play a key role in driving operational excellence by implementing global workforce strategies that balance business needs, compliance, and partner collaboration across multiple lines of business. Optimize system configuration, resource allocation, scheduling, and BPO operations in fast-paced environments while monitoring performance and continuously looking for areas to improve efficiency and enable high standards of Customer Service Support.Responsibilities
Queue Management
- You will manage customer support lines of business across in-house and BPO operations in real-time, and manage metrics including (but not restricted to) latency, productivity, incoming volume, etc.;
- You will review and enhance support platform capabilities, workflow, and scheduling limitations to identify if support services/channels are optimised in the current system;
- You will develop and enhance spreadsheets and databases' functionality like usage of forms, templates, and logic functions;
- You perform service outage and crisis management (Facilitating communications between operations, customer service platform & RD teams);
- You manage daily, weekly, and monthly plan objectives.Workforce Management
- Monitor real-time staffing status and provide feedback to the operations planning team if reallocation of the workforce is needed.
- You are the bridge between operations & customer service platform teams, providing real-time support to the site operations leads, assisting the team in managing daily and monthly staffing requirements;
- You will gather and document reporting requirements, creating regular and customized reports;
- You will produce & deliver timely ad hoc and standard operational reports on a daily, weekly & monthly basis (billing, SLA, KPI & other Ad Hoc reports)Qualifications:Minimum Qualifications
- You have previous experience in an Operations role within a BPO / Social Media / Call center environment - experience with Customer Support would be an advantage;
- You have the ability to work effectively in a dynamic environment, strong interpersonal and communication skills to engage with operational leadership and xfn stakeholders;
- You are efficient and able to prioritize, plan and multi-task with the ability to translate action steps into a systematic process;
- You are extremely proficient in Microsoft Office applications such as Excel, Outlook, Word, and Powerpoint, or other applications required for data entry or report/schedule production.
- Proven experience in workforce and/or support service management in a multi-channel & multi-site tech company