Wfm - Real Time Analyst - Japanese Speaker - Ota

1 week ago


George Town, Malaysia Agensi Pekerjaan Job Expert Sdn Bhd Full time

**Responsibilities**
- Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required.
- Receive, review, and make decision for same day, unplanned, off-phone requests.
- Pro-actively communicate and follow up with site operations to execute all planned and real-time activities.
- Communicate effectively with the business about its needs with personnel at all levels.
- Serve as a resource for answering questions about the daily operations of the call center.
- Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers
- Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events.
- Create, manage, and distribute normal daily and ad hoc reports to business.


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