Sr. Supervisor, WFM Real Time Management | 1 Position | CyberJaya

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