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 goalsCommunicate and call out changes to incoming contact patterns to operations and the broader WFM teamHave a real time communication with the WFM team and operations when call outs or changes need to be doneSupport changes within routing profilesUpdate and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usageReview TTs assigned to the WFM team that require real-time assistance to different stakeholdersProvide assistance to the WFM team as needed and provides daily reportsResolve escalated issues and requests from the account managementPreparing ad-hoc reports & analysis for management reportingDrive Special Projects and Initiatives assignedResolve escalated issues and requests from the account managementCater 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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