Sr. Representative, Real Time Management

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Job Title

Sr. Representative, 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

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

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

Candidate with Scheduling skill will be preferred.

Ability to handle pressure situations

Drive for self-learning and knowledge enhancement

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements

Time Type:

Full time

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