Specialist- Workforce Management, Reporting and Analysis - Scicom Lanka Private Limited

• To assist the management team with reference to resource utilization, analysis, forecasting and reporting.
• To provide the daily, weekly, monthly and ad hoc reports in the stipulated timeframes and as required by the Operations management team and the client.
• Regularly review operations performance and be able to provide immediate snapshot views on the health of Operations.
• Work with IT and CRM teams to automate and centralize required reports from several data sources.
• Generate forecasts, providing supporting data and documentation to project required resources to man the desk.
• Create work schedules to match accurately resource deployment to work requirements, optimizing productivity and results.
• Prepare for and attend internal /external meetings regarding the performance of the contact centre and all associated metrics as required.
• Work closely with the Operations Management team to ensure key operational deliverables are met.
• Review Operations work processes, providing recommendations for improvement.
• Constantly review contact centre metrics and performance, summarizing findings for Operations Management and senior management team.
• Maintain complete and accurate data records regarding performance metrics of individuals and the contact center systems (e.g. SIEBEL, Genesys, Amadeus, Scimax and SCINET).
• Ensure accuracy/integrity of all data.

Scicom was incorporated in 1997 in Malaysia and is a Public Listed Company (PLC) listed on the main board of Bursa Malaysia. Scicom has been a PLC since 2005 with service centres in Kuala Lumpur and Colombo. We service local conglomerates, multi-nationals and governments around the region and beyond.

Our suite of services include integrated solutions in Customer Lifecycle Management, Education Solutions, e-Commerce Solutions and e-Government Solutions.