Associate, Real Time Management

Webhelp Enterprise


Tanggal: 1 minggu yang lalu
Kota: Yogyakarta, Yogyakarta
Jenis kontrak: Penuh waktu
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Job Title

Associate, Real Time Management

Job Description

Key Responsibilities:

  • RTA will act as a liaison between the Centralized and Site WFM teams.
  • Preparation of daily / Weekly / Monthly MIS reports & presentations/decks
  • 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
  • Cross-train 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

Skills

  • Required good communication skill.
  • Required good knowledge of MS Excel & Power point.
  • Proficiency with computers
  • Willing to work 24*7
  • Ability to handle pressure situations
  • Drive for self-learning and knowledge enhancement

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements

English

Time Type

Full time

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