• We are looking for someone with any or some of the following experiences, in a BPO setting:


• Real-time management and/or real-time analytics (6mo minimum)


• Understanding of key metrics of operational KPIs, like Service Level, AHT, Occupancy, productivity, etc


• Queue management with focus on optimizing workload and minimizing shrinkage.


• Downtime management, Sick Leave/Annual Leave management, Break management


• Experience in Staffing, and Scheduling


• Experience in WFM/RTA tools


• Experience in Erlang based scheduling, Capacity planning & forecasting is a bonus.

Responsibilities:

• RTA will act as a liaison between the Centralized and Site WFM teams.


• Preparation of daily / Weekly / Monthly MIS reports & presentations / decks


• Preparing of schedules using Erlang for different queues across multiple locations


• Schedule ADHOC intra-day training requests and update schedules


• Produce and analyze daily efficiency reportsAble to communicate in oral and written English


• Excellent team player


• Analytical skills and display maturity


• Excellent in MS office - excel, power-point and ability to perform MIS


• Exposure to basic WFM tools is preferred.


• Passion for learning and creative problem-solving.

**Language Proficiency: English (A2-B1 level) + Native Thai

Location: Bangkok Thailand

Skill: Experience in similar role in a BPO/Call Center setting