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.

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FursaFursa
Delivery Hero
Delivery Hero
1 month ago

WFM Monitoring (APAC)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

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.
Location: Kuala Lumpur
Workplace: Onsite
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Entry level

Key Responsibilities

  • •Monitor real-time queue performance across phone, chat, and email.
  • •Triage and assess incoming incidents via phone, email, and ticketing systems.
  • •Resolve Level 1 incidents using established protocols such as reboot, logs, and troubleshooting.
  • •Escalate complex incidents to regional or global support with full documentation.
  • •Maintain incident records in ITSM and contribute to the knowledge base with documented resolutions.

Key Requirements

  • •Diploma or equivalent qualification in any field.
  • •1–2 years of experience in contact center operations or real-time monitoring.
  • •Familiarity with WFM systems and ACD/telephony platforms.
  • •Strong attention to detail and the ability to multitask in real time.
  • •Clear written and verbal communication and ability to follow SOPs under pressure.
Experience:1-2 yearsContact center operationsReal-time monitoring
Education:Certification / Diploma
Skills:Attention to detailMultitaskingWritten communicationVerbal communicationAbility to follow SOPs under pressure
Certifications:ITIL Foundation
Languages:English
Tech Stack:WFM systemsACDTelephony platformsIncident triageITSMExcelGoogle Sheets

Company Brief

Delivery Hero
Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Berlin, Germany
Founded: 2011
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