Real-Time Workforce Manager, Omnichannel Ops

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

Job summary

Klook is seeking a Workforce Management professional in Kuala Lumpur to monitor real-time performance across Voice, Chat, Email, and Ticket channels and to manage intraday staffing based on live conditions. You will lead floor management during service risks and spikes, coordinating with Ops, Planning, and Team Leaders.

You will analyze key drivers like shrinkage, occupancy, and backlog aging, delivering actionable recommendations and preparing intraday and management reports to drive recovery

Qualifications

• 3–5 years of Workforce Management or Real-Time Management experience in a contact center.
• Omnichannel operations experience across Voice, Chat, Email, and Ticket support.
• Knowledge of SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing.
• Proficient in Excel or Google Sheets for data analysis.
• Strong communication and stakeholder management skills.

Responsibilities

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to achieve SLA, queue waiting time, backlog, productivity, and operational KPIs.
• Perform intraday staffing and headcount management with skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or volume spikes, coordinating with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance; provide actionable recovery recommendations.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance, adherence, WFM system updates, and RTA documentation.
• Drive continuous improvement, automation, and process optimization while mentoring junior RTAs on real-time floor management.

Skills

Workforce Management

Real-Time Management

Omnichannel Operations

SLA/KPI Monitoring

Data Analysis

Tools

Peopleware

NICE

Verint

IEX

Job description

Klook is seeking a Workforce Management professional in Kuala Lumpur to monitor real-time performance across Voice, Chat, Email, and Ticket channels and to manage intraday staffing based on live conditions. You will lead floor management during service risks and spikes, coordinating with Ops, Planning, and Team Leaders.

You will analyze key drivers like shrinkage, occupancy, and backlog aging, delivering actionable recommendations and preparing intraday and management reports to drive recovery