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Real-Time Operations Manager

3 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Shopee Full time
Job Description:

In the role of Real Time Analyst, you will be responsible for managing contact and case volumes to ensure agent adherence and service levels are maintained.

This involves creating, adjusting, and optimizing agent schedules to meet forecasted demand, ensuring efficient coverage during peak and non-peak hours. You will also populate daily, biweekly, and monthly dashboards and reports, providing clear and concise commentary associated with the reports.

Your responsibilities will extend to working closely with the operations team to analyze and improve their delivery processes, outlining clear corrective action plans along with the workforce manager. You will use trends and reports to forecast requirements and flag impact areas, assisting with projects and other duties as requested or assigned.

To succeed in this role, you should have a Bachelor's degree or relevant work experience. Prior experience as a contact center agent or in a similar role is preferred, as well as knowledge of using real-time monitoring tools and software.

You should possess strong analytical and problem-solving skills, excellent communication and interpersonal skills, and the ability to adapt to changing situations and make real-time decisions. Additionally, you should have knowledge of key performance metrics and their significance in a contact center environment, attention to detail, and a sense of urgency.