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SELLBYTEL Services Sdn Bhd (APAC - HUB) has taken advantage of this since the establishment of our hub in Kuala Lumpur in 2011. Since then we have been continuously expanding our services to new geographic areas and business fields. Accordingly, we are currently intensifying our services within the trading, internet, software and computing industries. We have just extended, for instance, our services in inside sales, virtual support and service for many key Asian markets.

The central role of the Asia-Pacific region in the global economy isundisputed – this becomes evident both in demographic and economic terms. The region is not only home to about half of the world’s population, but also comprises some of the most dynamic global economies.

Reporting Analyst (EN-MY) – APAC (m/f)

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Your Main Task:
  • Make adjustment to call allocations driven by the real-time trends
  • Create Scheduling adherence and notify support personnel
  • Execute reporting packages for agents, teams, and programs to provide analysis of areas of opportunity, AHT, ACW, QA, Schedule Adherence, SVL stats for previous day, WTD, MTD, QTD.
  • Send out reports and performances updates
  • Make sure processes and procedures regarding the real time management are up to date.
  • Conduct real-time monitoring of queues and skill sets, regardless of the location, and identifying intra-day trends.  Maintain a special emphasis on looking for possible downtime and telephony issues
  • Strong Analytical skills and Reporting
  • Responsible for the complete development of all reports.
  • Performing Root cause Analysis (RCA) to identify the appropriate actions to reduce/eliminate the defects in case of variance in performance parameters and continue to find better ways of managing the operational metrics
  • Ability to build strong internal relationships
  • Demonstrates effective communication and an ability to influence.  Ability to build strong relationships and collaborate with team mates
  • Understand and applies knowledge of the complexities and interdependencies of business processes

What we need from you?
  • Associate's Degree required, Bachelor's Degree preferred
  • Minimum 3 year in reporting analysis/assurance
  • Minimum 2 years of experience in Account Management
  • Minimum 2 years of experience in IT/BPO Industry Experience,
  • Minimum 1 year of experience with Customer Relationship Management (CRM) tool is optional
  • Excellent communication skills both verbal and written in local language and English
  • Strong Communicator, strong organizing abilities and process-oriented work style
  • Data analysis skills required
  • Strong IT literacy
  • Good time management skills as well as the ability to work to deadlines
  • Work Location : Kuala Lumpur,Malaysia

Our Offer
  • Schedule: Full-Time
  • Attractive remuneration package
  • Great career progression and development for outstanding achievers
  • Vibrant & energetic office culture

 

 

SELLBYTEL Services Malaysia Sdn Bhd
Unit 30-01 The Integra Tower, 182 Jalan Tun Razak
50400 Kuala Lumpur
Phone
E-mail moc.letyblles@ym.tnemtiurcer

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