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MIS Executive
at Mr Prabu in Kuala Lumpur
MIS Executive
Responsibilities:
• Compile and furnish statistics to Head of Department.
• Prepare periodic management reports and statistics on service level, error & Six Sigma Reporting.
• Generate and analyze monthly, weekly daily, hourly reports reflecting on department performance.
• Liaise with Finance to obtain report related to departmental cost and budget.
• Liaise with HOS to obtain feedback on additional activities to be captured in daily activities monitoring system.
• Maintenance of all reporting inclusive of automation, supply and archiving of all reporting requirements.
• Organize and work closely with other sections on process improvement initiative and responsible to obtain data that can support in department initiatives.
• Analyse data to obtain clear picture of any service issues, spike/fluctuation of volume, AHT or any other aspects relating to call centre service levels.
• Monitor volume, AHT, and staffing trends to assist in forecasting and understand the variation to resolve staffing gap in planning process.
• Monitor and analyse call trend for forecasting.
• Monitor real-time Call Management System and highlight any abnormalities to Supervisors/Head of Sections/Head of Department.
• Submit daily and periodic WFM reports highlighting adherence/non-adherence and KPI/Service Levels to HOD.
• Involves in special reporting projects as and when required.
• Keep abreast with industry best practices.
• Comply with statutory and company’s rules and regulations.
Requirements:
o Candidate must possess at least a Diploma or Bachelor's Degree in Mathematics, Statistics or equivalent.
o At least 2 year(s) of working experience in MIS analytics preferably in contact centre.
o Good knowledge in Contact Centre Operational Metrics
o PC Literacy – Excel (Pivot, Formulas, Function) & Power Point.
o Excellent written, verbal and interpersonal communication skills.
o Experience/knowledge in WFM is an added advantage
o Salary range RM2500 - RM4000
Prabu Balan
Talent Acquisition Manager
012-9053359 / 016-3554323
THE TALENT VAULT ASIA SDN BHD
A-15-7, 15th Floor,
Menara UOA Bangsar,
Jalan Bangsar Utama 1,
59000 Kuala Lumpur,
Tel: +603.2284.2272 / +603.2284.2282
prabu@thetalentvaultasia.com
An organisation's greatest resource
is it's people. We come in.. a close second.
Responsibilities:
• Compile and furnish statistics to Head of Department.
• Prepare periodic management reports and statistics on service level, error & Six Sigma Reporting.
• Generate and analyze monthly, weekly daily, hourly reports reflecting on department performance.
• Liaise with Finance to obtain report related to departmental cost and budget.
• Liaise with HOS to obtain feedback on additional activities to be captured in daily activities monitoring system.
• Maintenance of all reporting inclusive of automation, supply and archiving of all reporting requirements.
• Organize and work closely with other sections on process improvement initiative and responsible to obtain data that can support in department initiatives.
• Analyse data to obtain clear picture of any service issues, spike/fluctuation of volume, AHT or any other aspects relating to call centre service levels.
• Monitor volume, AHT, and staffing trends to assist in forecasting and understand the variation to resolve staffing gap in planning process.
• Monitor and analyse call trend for forecasting.
• Monitor real-time Call Management System and highlight any abnormalities to Supervisors/Head of Sections/Head of Department.
• Submit daily and periodic WFM reports highlighting adherence/non-adherence and KPI/Service Levels to HOD.
• Involves in special reporting projects as and when required.
• Keep abreast with industry best practices.
• Comply with statutory and company’s rules and regulations.
Requirements:
o Candidate must possess at least a Diploma or Bachelor's Degree in Mathematics, Statistics or equivalent.
o At least 2 year(s) of working experience in MIS analytics preferably in contact centre.
o Good knowledge in Contact Centre Operational Metrics
o PC Literacy – Excel (Pivot, Formulas, Function) & Power Point.
o Excellent written, verbal and interpersonal communication skills.
o Experience/knowledge in WFM is an added advantage
o Salary range RM2500 - RM4000
Prabu Balan
Talent Acquisition Manager
012-9053359 / 016-3554323
THE TALENT VAULT ASIA SDN BHD
A-15-7, 15th Floor,
Menara UOA Bangsar,
Jalan Bangsar Utama 1,
59000 Kuala Lumpur,
Tel: +603.2284.2272 / +603.2284.2282
prabu@thetalentvaultasia.com
An organisation's greatest resource
is it's people. We come in.. a close second.
Published at 12-09-2011
Viewed: 206 times
Viewed: 206 times