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Business System Analyst, Specialist - Contact Centre

Location Malaysia
Posted 17-January-2019
Business & System Analyst, Specialist - Contact Centre
Acts as point of contact and subject matter expert with regards to manpower, system and infra planning in contact centre
Perform call trend analytics and determine peak and non-peak hours and the impact of other internal and external triggers
Identify opportunities to streamline or automate manual processes in order to meet overall department strategies
Document business requirements and identify new methods, strategies and opportunities to produce short/long term capacity planning to ensure adequate staffing during peak period
Analyse historical call trends through source of call, handle time and root cause to identify operational opportunities and pro-actively communicate this information while implementing appropriate action plan
Responsible to develop capacity/manpower planning, reporting and obtain insights through analytics that provide management with the understanding needed to make operational decision in order to ensure overall success
Responsible for all contact centre user access management (new access, delete access, etc.) provisioning access needs within system access matrix
Responsible for managing all contact centre user access profile needs in sync with the group policies
Provide contact centre new users with all needed support for all technical requirements to get the systems ready for the user's individual desktop (PC, Laptop, Network etc.)
Primary person responsible for managing all user technical support needs related and coordinated with the vendors so detailed reporting and metrics can be generated and provided to Senior Management and other support partners to demonstrate system behaviour and activity
Work closely with group and business IT support partners as needed for all related needs including but not limited to contact centre system solutions, Microsoft Office 365, Microsoft SharePoint, support of the Property Management System and access for same to all contact centre users
Assist Project management office with project management responsibilities including, coordinating and running project meetings, developing project plans and reports, as well as tracking and monitoring of projects
Communication on priorities and relationship management for vendor engagement on an as-needed basis
Responsible for supporting all contact centre vendor management related needs including but not limited to contact centre solutioning, PBX system and knowledge management

The Successful Applicant
Degree holder or above in Business, Commerce, Economics or related disciplines
A minimum of 6 years working experience with at least two years of experience in Contact Centre or Work Force Management.
Excellent command of written and spoken English and Chinese is a must.
Customer service background would be an advantage.
Experience in project management or strategy planning is preferred.

What's on Offer
Global Leading MNC
Attractive remuneration package (RM 4,500 - RM 6,000)
Strong international exposure & progression opportunity
Salary details
USD 10000.00

Awards & Accolades for MyTechLogy
Winner of
Top 100 Asia
Finalist at SiTF Awards 2014 under the category Best Social & Community Product
Finalist at HR Vendor of the Year 2015 Awards under the category Best Learning Management System
Finalist at HR Vendor of the Year 2015 Awards under the category Best Talent Management Software
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