Job Title:
Associate, Real Time Management
Job Description
Key Responsibilities:
- RTA will act as a liaison between the Centralized and Site WFM teams.
- Preparation of daily / Weekly / Monthly MIS reports & presentations / decks
- 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
- Cross-train with Scheduling Analyst
- 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
- Ability to handle pressure situations
- Drive for self-learning and knowledge enhancement
Location:
MYS Kuala Lumpur Nu Tower 2
Language Requirements:
English
Time Type:
Full time
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