OverviewAbout the RoleWe are seeking an experienced and detail-oriented Real-Time Manager (Mandarin-speaking) to join our Workforce Management (WFM) team. This role is responsible for monitoring real-time operations, ensuring optimal staffing levels, and supporting business continuity in a dynamic BPO environment. The successful candidate will work remotely for the first 6 months, followed by relocation to our Johor office.QualificationsQualifications & RequirementsBachelor’s degree or diploma in Business, Statistics, or related field.Fluent in Mandarin and English (spoken and written).Minimum 3–5 years’ experience in Workforce Management with at least 1–2 years in a real-time management or supervisory role.Strong understanding of WFM systems, real-time monitoring tools, and call center operations.Excellent problem-solving, analytical, and decision-making skills.Strong communication, leadership, and stakeholder management abilities.Ability to work under pressure and adapt to a fast-paced environment.Willingness to work from home for 6 months and relocate to Johor thereafter.Flexibility to work on rotational shifts if required.ResponsibilitiesKey ResponsibilitiesOversee real-time monitoring of queues, agent adherence, and service levels across all channels.Analyze intraday trends and recommend adjustments to meet KPIs and SLAs.Manage and lead a team of Real-Time Analysts (RTAs) to ensure operational efficiency.Act as the escalation point for staffing and service-level issues, coordinating with Operations and WFM teams.Prepare intraday and daily performance reports for management review.Collaborate with forecasting, scheduling, and operations teams to align workforce plans with business needs.Identify process gaps, recommend improvements, and implement best practices for workforce efficiency.Provide training, coaching, and guidance to RTAs to enhance skills and performance.Ensure compliance with company policies, client requirements, and operational standards.
