Teleperformance
WFM Real Time Analyst - Korean
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Job Description
- Req#: 73204
Employer Industry: Customer Service and Workforce Management Solutions
Why consider this job opportunity:
- Work-from-home flexibility for the first 6 months, with future relocation to Johor Bahru
- Opportunity to develop and implement innovative Customer Service strategies
- Engage directly with leadership teams and make impactful recommendations
- Strong potential for career advancement within the organization
- Collaborative and supportive work environment that values your expertise
What to Expect (Job Responsibilities):
- Develop and implement inbound and outbound contact strategies for Customer Service
- Ensure operational efficiency of Call Center applications and technologies
- Maximize effectiveness of technology and manpower through forecasting and staffing
- Conduct root cause analysis on issues affecting Contact Center performance
- Analyze real-time metrics to monitor service level targets and escalate issues as needed
What is Required (Qualifications):
- Proficiency in Korean and English (spoken and written)
- Strong analytical skills and ability to provide operational insights
- Excellent communication and rapport-building skills
- Willingness to relocate to Johor Bahru after 6 months of remote work
- Strong coaching skills and ability to manage and direct teams
How to Stand Out (Preferred Qualifications):
- Experience with Call Center applications and technologies such as Nice, IEX, Aspect, Verint, Genesys, and AVAYA
- Background in Workforce Management (WFM) systems and reporting
- Previous experience in a Customer Service or Call Center environment
#CustomerService #WorkforceManagement #CareerOpportunity #RemoteWork #LeadershipEngagement
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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.About the company
We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.
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