Work Force Management - Real Time Floor Management Jogja

Sea (Indonesia) (Jakarta, Indonesia)

DKI Jakarta, Indonesia

Sea Limited is a leading global consumer internet company founded in Singapore. Our mission is to better the lives of consumers and small businesses

About this position

The Work Force Management - Real Time Floor Management position in Jogja involves monitoring real-time activities in a call center environment to ensure operational efficiency and meet performance targets.

Responsibilities

• Monitor real-time dashboard activity, including agent statuses (idle, busy, on-call), attendance (adherence), and SLA performance.
• Ensure call center and desk collection teams meet daily targets such as call volume, issue resolution, or payment collection.
• Identify issues like excessive idle time, high call queue volumes, or absenteeism in real time.
• Provide recommendations or escalate to supervisors to resolve operational issues.
• Collect real-time data and prepare periodic reports on agent productivity, adherence, and call metrics.
• Collaborate with IT or technical teams to troubleshoot telephony, dialer, or CRM systems during outages.
• System Account Creation and Management.

Requirements

• Minimum educational requirement is bachelor.
• At least 1-2 years of experience in call center operations, desk collection, or real-time monitoring.
• Familiarity with real-time monitoring dashboards for call centers such as Genesys, Avaya, Cisco, or CRM tools.
• Familiarity with Microsoft office (e.g Google Sheet, Excel, Word, Power point, etc).
• Ability to analyze operational data (e.g., call metrics such as AHT, adherence, occupancy, SLA, etc.).
• Capable of identifying and resolving technical or operational issues in real time.