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

Job description

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