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 / decksResolve escalated issues and requests from site managementRoot cause analysis of SLA deviations, action plan development and resolutionMonitor real-time queue, schedule adherence & attendance.Key daily exception requests and update schedulesCross-train with Scheduling AnalystOptimize breaks the day of or day before the actual scheduleSchedule ADHOC intra-day training requests and update schedulesProduce and analyze daily efficiency reports (representative availability, access level etc.)Attend centralized and/or site management meeting, as requiredCater to real time adhoc requests as and when required

Skills

Required good communication skill.Required good knowledge of MS Excel & Power point.Proficiency with computersWilling to work 24*7Ability to handle pressure situationsDrive for self-learning and knowledge enhancement

Location:

MYS Kuala Lumpur Nu Tower 2

Language Requirements:

English

Time Type:

Full time

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