Real-Time Manager (RTM) – Mandarin

Overview About the Role We are seeking an experienced and detail-oriented Real-Time Manager (Mandarin-speaking) to join our Workforce Management (WFM) team. This role is responsible for monitoring real-time operations, ensuring optimal staffing levels, and supporting business continuity in a dynamic BPO environment. The successful candidate will work remotely for the first 6 months, followed by relocation to our Johor office. Qualifications Qualifications & Requirements • Bachelor’s degree or diploma in Business, Statistics, or related field. • Fluent in Mandarin and English (spoken and written). • Minimum 3–5 years’ experience in Workforce Management with at least 1–2 years in a real-time management or supervisory role. • Strong understanding of WFM systems, real-time monitoring tools, and call center operations. • Excellent problem-solving, analytical, and decision-making skills. • Strong communication, leadership, and stakeholder management abilities. • Ability to work under pressure and adapt to a fast-paced environment. • Willingness to work from home for 6 months and relocate to Johor thereafter. • Flexibility to work on rotational shifts if required. Responsibilities Key Responsibilities • * Oversee real-time monitoring of queues, agent adherence, and service levels across all channels. • Analyze intraday trends and recommend adjustments to meet KPIs and SLAs. • Manage and lead a team of Real-Time Analysts (RTAs) to ensure operational efficiency. • Act as the escalation point for staffing and service-level issues, coordinating with Operations and WFM teams. • Prepare intraday and daily performance reports for management review. • Collaborate with forecasting, scheduling, and operations teams to align workforce plans with business needs. • Identify process gaps, recommend improvements, and implement best practices for workforce efficiency. • Provide training, coaching, and guidance to RTAs to enhance skills and performance. • Ensure compliance with company policies, client requirements, and operational standards.