Associate, Real Time Management

Job Title:

Associate, Real Time Management

Job Description

The RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activities

Key Responsibilities:

· RTA will act as a liaison between the Centralized and Site WFM teams.

· Preparation of daily / Weekly / Monthly MIS reports & presentations / decks

· Preparing of schedules using Erlang for different queues across multiple locations

· Resolve escalated issues and requests from site management

· Root cause analysis of SLA deviations, action plan development and resolution

· Monitor real-time queue, schedule adherence & attendance.

· Key daily exception requests and update schedules

· Optimize breaks the day of or day before the actual schedule

· Schedule ADHOC intra-day training requests and update schedules

· Produce and analyze daily efficiency reports (representative availability, access level etc.)

· Attend centralized and/or site management meeting, as required

· Cater to real time adhoc requests as and when required

Skills

· Required good communication skill.

· Required good knowledge of MS Excel & Power point.

· Proficiency with computers

· Willing to work 24*7

· Candidate with Scheduling skill will be added advantage.

· Ability to handle pressure situations

· Drive for self-learning and knowledge enhancement

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

Time Type:

Full time