Sr. Representative,

2 weeks ago

Cyberjaya, Selangor, Malaysia Minacs Full time
Sr. Representative, (Japanese) Real time management

Job Title: Sr. Representative, (Japanese) Real time management

Job Responsibilities

  • 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 provide daily reports.
  • Resolve escalated issues and requests from the account management.
  • Prepare ad-hoc reports & analysis for management reporting.
  • Drive Special Projects and Initiatives assigned.
  • Cater to real time ad-hoc requests as required.

Key Skills & Knowledge: RTA, Aceyus, Avaya/CMS, eWFM & proficient in MS Excel.

Location: MYS Cyberjaya

Language Requirements: Japanese

Time Type: Full time

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