About this role
Job Title: Sr. Supervisor, WFM Real Time Management | 1 Position | CyberJaya Job Description Key Responsibilities:
• Manage a team of Real-Time Analysts. Main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management. • Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on an intraday basis. • Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement. • Identify and analyse issues, complete post-mortem reports and provide feedback. • Communicate with internal & external stake holders to address variances. • Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams. • Design/Modify/Implement processes to increase RTA effectiveness. • Conduct daily and weekly meetings to share business updates, conducts RCA to identify drivers impacting performance. Desired Skills:
• IEX,Verint – and other Workforce Scheduling tools. (Admin, setup, use, updated, edits, reporting • Graduate with 3+ years contact center experience and Good Communication Skill • MS Office – Excel, PowerPoint, Word, Access, Outlook, etc. • 2+ years’ Workforce Experience (RTA or greater) • Experience in Verint / IEX shall be an added advantage (Verint= preferred) • Basic knowledge of the call center industry. • Basic understanding of the financial impact of all decisions made within the Command Center (i.e.; system downtime; overtime; home early; utilization; percent answered; etc.). • Knowledge of ACD and Call Center Workforce applications - preferred. • Strong oral and written communication skills. • Proficient in Chrome & Microsoft Office • Ability to multi-task, prioritize, and meet timelines of deliverables. • Self-starter, sense of urgency, and works well under pressure. • High attention to detail, sense of professionalism and ability to develop relationships.
Location: MYS Cyberjaya Language Requirements: English Time Type: Full time