Sr. Representative, Real Time Management

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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