Sr. Representative, Real Time Management

Webhelp Enterprise; Daerah Istimewa Yogyakarta; On-site; IDR 7.000.000 - 11.000.000; Full time

Job summary

A leading BPO company in Yogyakarta is seeking a Sr. Representative for Real Time Management. The role involves acting as a liaison between teams, preparing reports, and monitoring real-time queue adherence. Candidates should have strong communication skills, proficiency in MS Excel and PowerPoint, and be willing to work 24/7. Experience in scheduling is preferred.

Qualifications

• Good communication skills required.
• Proficient in MS Excel and PowerPoint.
• Willing to work 24/7.
• Ability to handle pressure situations.
• Drive for self-learning and knowledge enhancement.

Responsibilities

• Act as a liaison between Centralized and Site WFM teams.
• Prepare daily, weekly, and monthly MIS reports.
• Resolve escalated issues from site management.
• Monitor real-time queue and schedule adherence.
• Produce and analyze daily efficiency reports.

Skills

Communication skills

MS Excel

MS PowerPoint

Scheduling skills

Ability to handle pressure

Self-learning drive

Job description

Apply Now

Job Title

Sr. Representative, Real Time Management

Job Description

Key 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, schedule adherence & attendance.

Key daily exception requests and update schedules

Cross-train with Scheduling Analyst

Optimize breaks the day of or day before the actual schedule

Schedule ADHOC intra-day training requests and update schedules

Produce and analyze daily efficiency reports (representative availability, access level etc.)

Attend centralized and/or site management meeting, as required

Cater to real time adhoc requests as and when required

Skills

Required good communication skill.

Required good knowledge of MS Excel & Power point.

Proficiency with computers

Willing to work 24*7

Candidate with Scheduling skill will be preferred.

Ability to handle pressure situations

Drive for self-learning and knowledge enhancement

Location:

IDN Yogyakarta, Lippo Mall Floors 1 & 6

Language Requirements

Time Type:

Full time

If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Apply Now