Sr. Supervisor, WFM Real Time Management | 1 Position | CyberJaya

Description

Key Responsibilities:

• Manage a team of Real-Time Analysts. Main responsibility of coaching, reporting, executing action plans, maintaining utilization and day to day operational management.
• Trigger alignment of schedules across partner / in-house sites with staffing requirements and operational metrics as and when required on an intraday basis.
• Communicate with WFM Scheduling Manager on any items that can be incorporated in the near-term action plan and schedule improvement.
• Identify and analyse issues, complete post-mortem reports and provide feedback.
• Communicate with internal & external stake holders to address variances.
• Work closely with subject matter experts on escalations as well as manage the queue and productivity of their teams.
• Design/Modify/Implement processes to increase RTA effectiveness.
• Conduct daily and weekly meetings to share busine...