Real Time Operation Specialist

Malaysia Airlines Berhad; Malaysia; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading airline is seeking a Real Time Operation Specialist to manage Contact Center operations. The role involves overseeing daily activities, troubleshooting issues, and analyzing performance data to recommend improvements. Candidates should possess a degree in a related field and have at least 3 years of relevant experience, preferably in a real-time operations role along with proficiency in CRM systems and Microsoft Office. This position requires strong decision-making skills and the ability to work well under pressure.

Qualifications

• Degree in a related field and/or a minimum of 3 years’ relevant working experience.
• Prior experience in a real-time operations role is preferred.
• Mandatory knowledge of Contact Center CRM systems.

Responsibilities

• Oversee day-to-day operational activities in real time to ensure compliance.
• Quickly identify and resolve operational disruptions.
• Collaborate with internal teams to strengthen alignment.
• Analyze operational data to provide recommendations.
• Implement and refine operational processes.
• Guide team members to enhance their effectiveness.

Skills

Real-time operations management

Analytical skills

Troubleshooting

Stakeholder coordination

Process optimization

Training and mentoring

Education

Degree in a related field

Tools

Microsoft Excel

CRM systems

Microsoft PowerPoint

Microsoft Word

Job description

Requisition ID22613-Posted -Kuala Lumpur International Airport-AB - Customer Management-AB - CEO's Office

Role Purpose

The Real Time Operation Specialist is responsible for supporting and managing the Contact Center Management infrastructure to ensure smooth execution of call routing and effective monitoring of operational performance. The role involves analyzing operational data, identifying trends, and recommending improvements to enhance efficiency and productivity. It also contributes to high-volume decision-making across all airlines and supports talent development by offering growth opportunities for high-performing staff.

Key Accountability

• Monitoring and managing real-time operations: Oversee day-to-day operational activities in real time to ensure compliance with established procedures.
• Troubleshooting and issue resolution: Quickly identify and resolve operational disruptions, implement corrective actions, and escalate issues when necessary.
• Stakeholder coordination: Collaborate with internal teams to facilitate communication, strengthen alignment, and resolve operational conflicts.
• Data analysis and insights: Analyze operational data to identify patterns, trends, and areas for improvement, providing recommendations to boost efficiency.
• Process implementation and optimization: Implement and refine operational processes to enhance productivity and reduce risks.
• Training and mentoring: Guide and support team members, ensuring they have the necessary knowledge and skills to perform effectively.
• Continuous improvement: Proactively identify improvement opportunities and introduce innovative strategies to elevate performance.
• Any ad hoc tasks as and when needed as per business unit’s requirements.

Qualifications and Working Experience

Degree in a related field and/or a minimum of 3 years’ relevant working experience

Areas of Experience

• Prior experience in a real-time operations role, such as coordinator or analyst, is preferred.
• Familiarity with the organization’s industry or sector.
• Mandatory knowledge of Contact Center CRM systems.
• Proficiency in Microsoft Word, Excel, PowerPoint, and CRM platforms.
• Strong decision-making and analytical skills.
• Ability to conduct training using presentations, videos, and hands‑on exercises

Personality Traits

• Adaptability: Able to adjust plans rapidly in dynamic and challenging environments.
• Problem‑solving: Skilled in resolving issues promptly with logical and effective solutions.
• Attention to detail: Ensures accuracy and minimizes errors.
• Time management: Efficiently manages timelines and responds swiftly to urgent matters.
• Communication: Able to convey information clearly for effective coordination and collaboration.
• Stress management: Maintains composure under pressure to make sound decisions.
• Teamwork: Works collaboratively to support efficient operations.
• Versatile: Ability to work independently and as when needed as will accommodate on Contact Center environment of 24/7