Associate, Real Time Management

Associate, Real Time Management page is loaded## Associate, Real Time Managementlocations: MYS Kuala Lumpur Nu Tower 2time type: Full timeposted on: Posted 30+ Days Agojob requisition id: R Job Title:Associate, Real Time ManagementJob DescriptionThe RTA drives CRM contact performance and real time process maturity through implementation and maintenance of best practice WFM. They will do close monitoring and optimizing real-time performance, proactively addressing issues, and ensuring service level agreements are met by managing staffing, workloads, and agent activitiesKey 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...