Real-Time Monitoring (RTM) Executive

SummitNext


Date: 7 hours 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

  • 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


Job Requirements

  • 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


Job Type

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


Benefits

  • EPF & SOCSO
  • Birthday Leave
  • Annual Leave, Medical Leave, Maternity & Parental Leave
  • Career Advancement Opportunities
  • Professional Development & Training


Expected Start Date

Immediately

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