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Jobs or company...

Sr. Representative,

Salary undisclosed
Checking job availability...
Original
Simplified

Workforce Management (WFM)

Location
Cyberjaya, Malaysia

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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