Associate, Real Time Management

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; Sur place; MYR 60 000 - 90 000; Plein temps

Résumé du poste

Concentrix CVG Malaysia Sdn. Bhd.

in Kuala Lumpur is hiring an Associate, Real Time Management to support workforce operations by coordinating between centralized and site WFM teams, and by preparing timely MIS reports. The role demands good communication, strong Excel/PowerPoint skills, and willingness to work a 24x7 shift, with focus on monitoring queues, adherence, and incident resolution to improve service levels.

Qualifications

• Good communication skills required.
• Proficiency with MS Excel and PowerPoint.
• Proficiency with computers.
• Willing to work 24x7.
• Ability to handle pressure.
• Drive for self-learning and knowledge enhancement.

Responsabilités

• Act as liaison between Centralized and Site WFM teams.
• Prepare daily/weekly/monthly MIS reports & decks.
• Resolve escalated issues 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 meetings, as required.
• Cater to real time adhoc requests as and when required.

Description du poste

Job Title

Associate, 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.
• 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.
• Ability to handle pressure situations.
• Drive for self-learning and knowledge enhancement.

Location

MYS Kuala Lumpur Nu Tower 2

Language Requirements

English

Time Type

Full time

Mission

Hi, we’re Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

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