WFM Monitoring (APAC)
Core
Monitors contact center operations in real time, manages incident triage, and ensures service level targets are maintained across phone, chat, and email channels.
Role type
Real-time WFM Monitoring Analyst
Builds
Contact center service levels and operational stability
Domain
Food delivery / Contact center operations
Deliverable
Dashboards & analysis
Required skills
Real-time monitoring, incident triage, Level 1 troubleshooting, SLA deviation flagging, schedule adherence monitoring, ITSM system management, knowledge base contribution, Excel/Google Sheets proficiency
Preferred skills
WFM systems familiarity, ACD/telephony platform familiarity, ITIL Foundation certification
Responsibilities
Monitor real-time queue performance, triage and resolve Level 1 incidents, escalate complex incidents, flag SLA deviations, monitor schedule adherence, maintain incident records, contribute to knowledge base, participate in incident review meetings, coordinate with RTM and planners
Seniority
Junior, hands-on IC
