Associate, Real Time Management

Workforce Management (WFM)

Job Title:

Job Description

• Preparation of daily / Weekly / Monthly reports & presentations / decks
• Preparing of schedules using Erlang for different queues across multiple locations
• 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
• Crosstrain 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

Requirements:

• Strong communication skills (spoken and written)
• Solid knowledge of Microsoft Excel and PowerPoint
• Comfortable working with computers and various systems
• Willingness to work on a 24/7 rotational shift
• Candidates with scheduling experience will have an added advantage
• Ability to perform well under pressure and in dynamic environments
• Self-driven with a strong desire for continuous learning and improvement
• Open to local Malaysian candidates only

Location:

Language Requirements:

Time Type:

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