Real-Time Monitoring (RTM) Executive
SummitNext
Date: 2 weeks ago
City: Sungai Petani
Contract type: Full time
We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.
As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Real-Time Monitoring (RTM) Executives, ensuring operational efficiency and SLA compliance across our projects.
Position
Real-Time Monitoring (RTM) Executive
Job Description
Full-time, Rotational Shift, 5 Days a Week
Work Location: SummitNext Sungai Petani Office
Salary
Immediately
As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Real-Time Monitoring (RTM) Executives, ensuring operational efficiency and SLA compliance across our projects.
Position
Real-Time Monitoring (RTM) Executive
Job Description
- Monitor agent activities, service levels, and queue status in real-time across multiple projects
- Track agent adherence, breaks, login/logout compliance, and escalate non-compliance to Team Leaders or Operations Managers
- Coordinate immediate workforce changes with Team Leaders to meet SLA targets
- Send hourly and end-of-day reports on productivity, adherence, and any performance deviation
- Identify and highlight trends that may impact productivity and performance
- Assist in daily shift monitoring, roster planning support, and basic reporting tasks
- Diploma and above in Business Admin, IT, or related fields
- Strong attention to detail and analytical thinking
- Familiar with workforce metrics such as adherence, occupancy, service level, and AHT
- Prior experience in workforce or BPO environment is an added advantage
- Proficient in Excel and basic reporting tools
- Able to work on rotational shifts, including weekends and public holidays
- Good communication skills in English and Malay
Full-time, Rotational Shift, 5 Days a Week
Work Location: SummitNext Sungai Petani Office
Salary
- Basic: RM2,000
- Performance KPI Incentive: Up to RM250/month
- EPF & SOCSO
- Birthday Leave
- Annual Leave, Medical Leave, Maternity & Parental Leave
- Career Advancement Opportunities
- Professional Development & Training
Immediately
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