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Must have skills
Job description for Real Time Monitoring (RTM) at Shox Rumahan
- Monitor real time operational traffic in all channels.
- Monitor handling time and SLA for all target parameters.
- Distribute tickets to all agents to avoid any late response.
- Apply the action plans when queueing happens and handle the situation.
- Interpret the real time condition from each interval report and provide the best solution for any worse outcome results.
- Assure the target achievements on hourly or daily basis conducted well.
- Min. 1 year of experience in a workforce management role as a RTA or RTM or RTFM.
- Min. 1 year of experience in a customer service environment (call/email/chats).
- Have a good interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Flexible shift schedule, including weekends and public holiday as needed.