If you are experienced in managing health and wellness for a large group of people, experienced in BPO environment and come with strong problem solving skills. We have something for you!

• At least 2-5 years of working experience in the call center experience and/or Workforce Management experience is required for this position.
• Experience with IEX, CMS, Avaya and Teleopti an asset
• Ability to create reports in Excel and forecast results
• Attention to detail and high level of accuracy
• Ability to multi-task, focus and complete reports for extended periods of time
• Applicants must be willing to work in Georgetown, Penang / Kelana Jaya, Selangor.

• Manage the call volume, daily attendance and program break schedules
• Work closely with the operations team to analyze and help improve their delivery processes
• Generate ideas for process and service improvement planning
• Produce daily, biweekly and monthly internal reports
• Assist with projects and other duties as requested or assigned
• Prepares reports on staff attendance.
• Reconciles attendance daily with employee timesheets against schedule and time in/time out reporting.
• Communicate with management and operations team to ensure compliance with company standards.
• Maintain running reports of attendance incidents.
• Processes schedule trade requests for posted schedules
• Use accuracy of schedule measurements for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.
• Provides analytical support for special projects.
• Collaborate with fulfillment Operations Department Management on identifying opportunities to further optimize our workforce.