Real-Time Monitoring Officer (Contact Centre - Workforce Management)

Private Advertiser; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A local contact center in Singapore is seeking individuals to join their dynamic team. The role involves promoting digital adoption for customers and ensuring process optimization within the center. Responsibilities include monitoring call quality, attendance tracking, and workflow management. Candidates must possess at least a diploma, be proficient in Microsoft Office, and be willing to work shifts including weekends and public holidays.

Qualifications

• Diploma and above is required.
• Fast action and willingness to learn new tools are necessary.
• Proficiency in Microsoft Office is essential.

Responsibilities

• Monitor real-time call Q and manage adherence to KPIs.
• Attendance tracking and incident reporting.
• Manage the floor to control talking time and unscheduled activities.

Skills

Fast on action

Proficient in Microsoft Office

Willing to learn new tools related to WFM

Education

Diploma and above

Job description

Job Description & Requirements

Work Location:

Must be okay with Both Alexandra and Maple Tree Business Centre

Shift Timing

• 5 working days, 1 rest day and 1 off day per week
• 42.5 hours per week
• Staggered shift hours : 8.5 working hours between 7 am to 12:30am 1-hour meal break in between
• Rest Day and Off Day : Scheduled by Client (1 weekday + 1 weekend, non-consecutive)
• Or otherwise advised by the Client

You will be part of the dynamic team to promote digital adoption for our valued customers through collaboration with our business partners. At the same time, you will work towards process optimization to ensure Contact Centre work with efficiency in the providing a seamless customer journey.

Responsibilities

• Monitor real time call Q and manage real time adherence in different hotlines to meet the KPIs and service level.
• Attendance tracking and incident reporting.
• Monitor and manage the floor to use correct activity code, control of talking time and unscheduled activities.
• Corporate with department heads with other duties.

Requirements

• Diploma and above
• Fast on action and work unrepentantly
• Willing to learn new tools related to WFM
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Able to work in shift including weekends and Public Holiday