Real-Time Operations Associate

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

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.

Responsibilities

• 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.

Job description

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.