Teleperformance

Real-Time Manager (RTM) – Mandarin

Job Locations MY-Remote (Cloud Campus)
Requisition Post Information* : Posted Date 2 days ago(9/1/2025 1:53 AM)
Requisition ID
2025-70192
Category
Client Operations
Country
Malaysia

Overview

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

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.

Responsibilities

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.

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