WFM Monitoring (APAC)
Delivery Hero
Kuala Lumpur
Workplace: OnsiteFull timeFunction: IT Support & HelpdeskExperience: 1-2 yearsEducation: certificationSkills: ["Attention to detail","Multitasking","Written communication","Verbal communication","Ability to follow SOPs under pressure"]Monitor contact center operations in real time to ensure queues and service levels stay on track across phone, chat, and email. Triage and assess incidents, resolve Level 1 issues using established protocols, and escalate complex cases with complete documentation. Maintain detailed incident records in ITSM, keep users updated on status and workarounds, and flag SLA deviations while coordinating with RTM and planners for real-time headcount and schedule adherence.
