Real-Time Manager (RTM) Mandarin

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 & 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.

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.