- Real-time Monitoring : Monitor queues and agent performance in real-time to ensure schedule adherence, SLAs and key performance indicators are met for all contact channels (calls, chat and email, etc.).
- Schedule Adherence Management : Work with Operations team for both Inhouse and BPOs in proactively tracking, identifying deviations, and managing agents' adherence to schedule.
- Intra-day Adjustments : Execute real-time adjustments to agent's skills, break, and meals to optimize staffing levels and maintain efficiency to meet service level targets.
- Alert Management : Respond to alerts and escalations related to call and chat queues, system issues, service disruptions and take necessary actions to mitigate the impacts to operations.
- Collaboration : Collaborate closely with WFM Planners and Operations team to ensure effective communication and coordination for day-to-day operations.
- Reporting and Analysis : Generate interval-level and daily reports to provide insights to performance, identify trends and recommendations for process improvements.
- At least 2 years of experience as a Real-Time Analyst, WFM or any related roles.
- Strong mathematical, statistical, and analytical skills.
- Strong organizational skills and detail oriented.
- Proficient in Microsoft/G-Suite applications (e.g., Microsoft Excel, Google Sheets etc.), knowledge In Excel VBA and data visualization is a plus.
- Excellent oral and written communication skills and interpersonal skills.
- Proficient in English and Mandarin (both verbal and written).
- Eager to work in a small team and fast-paced environments.
- Comfortable working with people from diverse cultural backgrounds and in different time zones.
- Bachelor's degree or above.
Specialist/Analyst, Real Time - Kuala Lumpur, Malaysia - Klook Travel Taiwan Limited (客遊天下旅行社有限公司) (Taiwan)
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Description
About Klook
We are Asia's leading platform for experiences and travel services, and we believe that we can help bring the world closer together through experiences.
Founded in 2014 by 3 avid travelers, Ethan Lin, Eric Gnock Fah and Bernie Xiong, Klook inspires and enables more moments of joy for travelers with over half a million curated quality experiences ranging from the biggest attractions to paragliding adventures, iconic museums to rich cultural tours, and other convenient local travel services across 2,300 destinations around the world.
Do you share our belief in the wonders of travel? Our international community of over 1,500 employees, based in 20+ locations, certainly do Global citizens ourselves, Klookers are not only curating memorable experiences for others but also co-creating our world of joy within Klook.
We work hard and play hard, upkeeping our high-performing culture as we are guided daily by our core beliefs - P ush boundaries, A sk For and Give Feedback, T ake Ownership, and H elp Each Other.
We never settle and together, we believe in achieving greater heights and realizing endless possibilities ahead of us in the dynamic new era of travel. Care to be a part of this revolution?
What you'll need?
What you'll need?