Workforce Planning Specialist (Contact Centre) - Jobs in Malaysia - 1041910

Klook Technology Sdn Bhd
Job Summary
  • Experience 2-4 Years
  • Telecommuting

Job Description

What you’ll do

Forecast and plan call volume to cater multiple markets

Create, plan and forecast for all interaction channel and ensuring adherence to projection for service leveL and all communication channel (phone,email, chat, reviews)

Assist the team leader in managing and planning their team’s in-shrinkage activities such as team meeting, huddle, one to one, Annual leave etc

Prepare, monitor and adjust interval summary proactively to ensure Green SLA everyday

Work closely with the Team leader in managing call volume, queue management, skills routing and Business Continuity Plan

Assist the team leaders/Manager to prepare performance capability chart and balance score card for the team members

Additional duties or projects as assigned

What you’ll need

At least 3 years of experience in contact center environment with minimum capacity of >100 seats

Sound knowledge of Erlang C principal

Experience in using WFM Tool or manual via Excel

Excellent knowledge in Excel, Macro, HTML, jaspersoft

Fluent spoken and written English.

Bachelor's degree or above

Eager to work in small team and fast-paced environment

A start-up attitude – highly collaborative with an entrepreneurial, roll-up-your sleeves attitude that’s not afraid to work independently when required

Globally-minded and comfortable working with people from different cultural background and in different time zones

What you’ll get

An environment that values honesty, transparency and respect with awesome co-workers across Asia

The rare opportunity to be part of building a global travel brand, ensuring its success and evolving it for the future

Profile Summary

Type : Company job

Role : Senior Executive

Industry : Travel/Tourism

Salary : Not Disclosed

Deadline: 2020-04-26

Company Profile

Founded in 2014, Klook is a world leading travel activities and services booking platform. Klook gives travelers a seamless way to discover and book popular attractions, tours, local transportation, best foods and must-eats, and unique experiences around the world on its website and award-winning app ('Best of 2015' & ‘Best of 2017’ by Google Play and Apple App Store). With Klook’s innovative technologies, travelers can book after arriving in their destinations and redeem the services by using QR codes or e-vouchers. Each day, Klook empowers countless travelers to indulge in their wanderlust and spontaneity through over 60,000 offerings in more than 250 destinations. With a team of over 800 across 16 offices worldwide, Klook's services are available in eight languages, supporting 36 currencies. It has raised a total of US$300 million investment from world-renowned investors including Sequoia China, TCV, Matrix Partners, and Goldman Sachs. Get inspired by Klook at, the company blog or @Klook.
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