Real-Time Contact Center Ops Specialist

CIMB; Kuala Lumpur; On-site; MYR 78,000 - 123,000; Full time

Job summary

CIMB in Kuala Lumpur seeks a Real-Time Operations Manager to oversee the contact center in real time. You will monitor service levels, queues, call volumes, ASA, occupancy, and agent availability while ensuring adherence to schedules and rapid action on variances.

You will coordinate with Forecasting, Scheduling and Capacity Planning to adjust staffing, execute overtime or VTO, and resolve routing issues. This role emphasizes data-driven analysis, continuous improvement, and timely reporting.

Responsibilities

• Monitor real-time contact center performance including service level, queue status, call volumes, ASA, abandonment rate, occupancy, and agent availability.
• Monitor agent adherence and conformance to published schedules, identifying variances and taking appropriate actions with Operations.
• Analyze intraday performance against forecasts and staffing plans, recommending staffing adjustments to meet operational targets.
• Coordinate with Operations, Scheduling, and Capacity Planning teams to manage staffing levels based on changing business demands.
• Execute real-time staffing actions, including overtime, voluntary time off (VTO), shift extensions, schedule changes, and skill reassignments where appropriate.
• Monitor workforce management (WFM) systems to identify call routing issues, system outages, or operational disruptions that may impact service delivery.
• Escalate operational risks, service level breaches, and system incidents to the appropriate stakeholders in a timely manner.
• Support contingency plans during unexpected volume spikes, system outages, or business continuity events.
• Ensure agent skill assignments and routing profiles remain accurate to support operational requirements.
• Generate and distribute real-time, hourly, daily, weekly, and monthly operational reports and dashboards.
• Communicate intraday performance updates, staffing recommendations, and operational alerts to management and key stakeholders.
• Maintain accurate documentation of intraday actions, staffing adjustments, and operational incidents.
• Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
• Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
• Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
• Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
• Participate in testing and implementation of new WFM tools, processes, and operational changes.
• Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
• Monitor contact center system incidents and outages and escape to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
• Perform other duties and special projects as assigned by management
• Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
• Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
• Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
• Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
• Participate in testing and implementation of new WFM tools, processes, and operational changes.
• Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
• Monitor contact center system incidents and outages and escape to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
• Perform other duties and special projects as assigned by management

Job description

CIMB in Kuala Lumpur seeks a Real-Time Operations Manager to oversee the contact center in real time. You will monitor service levels, queues, call volumes, ASA, occupancy, and agent availability while ensuring adherence to schedules and rapid action on variances.

You will coordinate with Forecasting, Scheduling and Capacity Planning to adjust staffing, execute overtime or VTO, and resolve routing issues. This role emphasizes data-driven analysis, continuous improvement, and timely reporting.