Real-Time Monitoring (Yogyakarta)

Job Description:

• Monitor all contact center operational services in real-time to help agents achieve productivity targets on daily
• Check the attendance and compliance each contact center agent.
• Perform the actions needed when there is an increase in the volume of incoming.
• Compile reports related to the performance of the contact center daily/ weekly/ monthly.
• Identify and convey issues in the system and reporting to the Production Support in real-time.

Requirements:

• Bachelor Degree in any major
• Able to analyze data trends and anomalies
• Able to use data processing tools such as Excel or Google Sheet
• Familiarity with telephony or monitoring systems such as [e.g., Avaya, Genesys, Zendesk, WDE].
• Relevant experience handling RTM minimal 1 year