Real Time Operation Specialist

Malaysia Aviation Group; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading aviation company in Malaysia is seeking a qualified individual to monitor and manage real-time operations. The ideal candidate will have a degree in a related field and at least 3 years of relevant experience. Responsibilities include troubleshooting disruptions, collaborating with internal teams, and analyzing operational data. Benefits include EPF, SOCSO, and annual leaves. A strong command of CRM systems and Microsoft tools is essential.

Benefits

EPF

SOCSO

Annual Leaves

Qualifications

• Minimum of 3 years' relevant experience preferred.
• Familiarity with the organization’s industry is preferred.
• Ability to conduct training using various methods.

Responsibilities

• Monitor and manage day-to-day real-time operations.
• Identify and resolve operational disruptions swiftly.
• Collaborate with teams to facilitate communication.
• Analyze operational data to identify improvement areas.
• Implement and refine operational processes for efficiency.
• Guide and support team members.
• Proactively identify performance improvement opportunities.

Skills

Decision-making skills

Analytical skills

Problem-solving

Communication

Stress management

Teamwork

Adaptability

Education

Degree in a related field or relevant experience (3+ years)

Tools

Contact Center CRM systems

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Job description

Requirements

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

Responsibilities

• 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 elevate 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.

Benefits

• EPF
• SOCSO
• Annual Leaves