Real Time Adherence Executive

Malaysia, Malaysia

Job Description


Malaysia, MalaysiaCompany: Singtel GroupAt Singtel, our mission is to Empower Every Generation. We are dedicated to fostering an equitable and forward-thinking work environment where our employees experience a strong sense of Belonging, to make meaningful Impact and Grow both personally and professionally. By joining Singtel, you will be part of a caring, inclusive and diverse workforce that creates positive impact and a sustainable future for all.Be a part of something BIG!Short Descriptions :

  • Keep track the productivity of agents in Contact Center on Real Time basis.
  • Work hand-in-hand with Operations to ensure all systems issues are addressed and escalated.
  • Preparing reports of the performance and other ad-hoc reports for Top Management.
Make an Impact by:
  • Identify the components used to track daily performance.
  • Develop the processes for identification of schedule exceptions including minimum length, approval process, submission to Workforce Management team, data entry responsibilities, and tracking.
  • Identify reaction strategies for both overstaffing and understaffing.
  • Describe methods of managing and optimizing off-phone time.
  • Identify steps to take when service goals are missed.
  • Identify the elements of managing attendance and adherence.
  • Quantify the impact of poor schedule adherence.
  • Identify the impact of missing staff on service, occupancy and cost.
Skills for Success:
  • At Least Diploma holder
  • Minimum 3 years of experience in Contact Center.
  • Good knowledge in forecasting and planning.
  • Good Knowledge on software computer applications for instance MS Excel, Power Point, MS Word.
  • Self-driven individual with a positive attitude and strong communication skills.
  • Ability to work with minimum supervision
  • Willing to work in shift rotational basis.
.Rewards that Go Beyond:
  • Full suite of health and wellness benefits
  • Ongoing training and development programs
  • Internal mobility opportunities
Working Location:Sudong Sdn Bhd, Melaka Contact Centre, Level 9, Tower B, Jaya 99, No.99, Jalan Tun Sri Lanang 75100 Melaka.Your Career Growth Starts Here. Apply Now!We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.

Singtel

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Job Detail

  • Job Id
    JD1053307
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Malaysia, Malaysia
  • Education
    Not mentioned