Job Title: Sr. Representative, Real Time Management Job Description Key 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 Resolve escalated issues and requests from site management Root cause analysis of SLA deviations, action plan development and resolution Monitor real-time queue, schedule adherence & attendance. Key daily exception requests and update schedules Cross-train with Scheduling Analyst Optimize breaks the day of or day before the actual schedule Schedule ADHOC intra-day training requests and update schedules Produce and analyze daily efficiency reports (representative availability, access level etc.) Attend centralized and/or site management meeting, as required Cater to real time adhoc requests as and when required Skills: Required good communication skill. Required good knowledge of MS Excel & Power point. Proficiency with computers Willing to work 24*7 Candidate with Scheduling skill will be preferred. Ability to handle pressure situations Drive for self-learning and knowledge enhancement Location: IDN Yogyakarta, Lippo Mall Floors 1 & 6 Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**