WFM - Real Time Analyst - Japanese Speaker - OTA Platform

• Monitor intra-day scheduling forecast compared to actual volumes and make adjustments throughout the day, as required.
• Receive, review, and make decision for same day, unplanned, off-phone requests.
• Pro-actively communicate and follow up with site operations to execute all planned and real-time activities.
• Communicate effectively with the business about its needs with personnel at all levels.
• Serve as a resource for answering questions about the daily operations of the call center.
• Monitor and track traffic and trunks across the organization on a real-time basis, including in-sourced and outsourced Contact Centers
• Recognize and initiate escalation for all system difficulties or outages, including switch, routing systems, computer systems, customized department systems, and all applicable supported applications.
• Monitor world events for crisis situations that may impact the business, gather information on these events, run impact reports, and create communications to inform the business of these events.
• Create, manage, and distribute normal daily and ad hoc reports to business.

Agensi Pekerjaan Job Expert Sdn Bhd