Sr. Representative, (Japanese) Real Time Management

Sr. Representative, (Japanese) Real time managementJob Title: Sr. Representative, (Japanese) Real time management
Job Responsibilities
Roles & Responsibilities– Intraday real time monitoring of service levels for all queues at all sites.
Real time monitoring of agents' performance from all teams at all sites.
Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals.
Communicate and call out changes to incoming contact patterns to operations and the broader WFM team.
Have a real time communication with the WFM team and operations when call outs or changes need to be done.
Support changes within routing profiles.
Update and send reports related to the performance of each site including but not limited to shrinkage, occupancy, and NPT usage.
Review TTs assigned to the WFM team that require real-time assistance to different stakeholders.
Provide assistance to the WFM team as needed and provide daily reports.
Resolve escalated issues and requests from the account management.
Prepare ad-hoc reports & analysis for management reporting.
Drive Special Projects and Initiatives assigned.
Cater to real time ad-hoc requests as required.
Key Skills & Knowledge:RTA, Aceyus, Avaya/CMS, eWFM & proficient in MS Excel.
Location: MYS Cyberjaya
Language Requirements: Japanese
Time Type: Full time
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