Job Title:
Sr. Representative, (Japanese) Real time management
Job Description
Job Responsibiliti
- Roles & Responsibilities – Intraday real time monitoring of service levels for all queues at all sites.
- Real time monitoring of agents’ performance from all teams at all sites.
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done
- Support changes within routing profiles
- Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage
- Review TTs assigned to the WFM team that require real-time assistance to different stakeholders
- Provide assistance to the WFM team as needed and provides daily reports
- Resolve escalated issues and requests from the account management
- Preparing ad-hoc reports & analysis for management reporting
- Drive Special Projects and Initiatives assigned
- Resolve escalated issues and requests from the account management
- Cater to real time ad-hoc requests as per
Key Skills & Knowledge - RTA, Aceyus, Avaya/CMS, eWFM & proficient in MS Excel
Location:
MYS Cyberjaya
Language Requirements:
Time Type:
Full time
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