WFM Monitoring (APAC)

ABOUT THE ROLE

Monitors contact center operations in real time, manages incident triage, and ensures service level targets are maintained. Acts as the first line of response for operational disruptions across multiple channels and markets.

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 per established protocols (reboot, logs, troubleshooting)

• Escalate complex incidents to regional or global support with full documentation

• Keep users informed of incident status, resolution timelines, and workarounds

• Maintain accurate and detailed incident records in the ITSM system

• Contribute to knowledge base with documented issues and resolutions

• Flag real-time SLA deviations and trigger intraday adjustment actions

• Participate in incident review meetings and suggest process improvements

• Coordinate with RTM and planners for real-time headcount interventions

• Monitor schedule adherence and alert team leads to deviations

• Support continuous improvement of incident management processes

• Diploma or equivalent qualification in any field

• 1–2 years experience in contact center operations or real-time monitoring

• Familiarity with WFM systems and ACD/telephony platforms

• Strong attention to detail with the ability to multitask in real time

• Clear and concise written and verbal communication

• Ability to follow structured SOPs under pressure

• Basic Excel/Google Sheets proficiency for reporting and tracking

SUGGESTED ADDITIONS

• Clear separation of RTA vs Incident Analyst scope (two distinct sub-roles)

• Define escalation matrix ownership explicitly in the JD

• Metrics the analyst is held accountable for (interval SLA %, adherence %)

• Shift flexibility expectation: 24/7 rotation coverage noted explicitly

• ITIL Foundation certification as a preferred or required qualification