Job Title: WFM Real Time Management| RTA Job Description **Work location** : Chiangmai **Key Responsibilities** + RTA will act as a liaison between the Centralized and Site WFM teams. + Preparation of daily / Weekly / Monthly MIS reports & presentations/decks + Resolve escalated issues and requests from site management + Root cause analysis of SLA deviations, action plan development and resolution + Monitor real-time queue, schedule adherence & attendance. + Key daily exception requests and update schedules + Cross-train with Scheduling Analyst + Optimize breaks the day of or day before the actual schedule + Schedule ADHOC intra-day training requests and update schedules + Produce and analyze daily efficiency reports (representative availability, access level etc.) + Attend centralized and/or site management meeting, as required + Cater to real time adhoc requests as and when required **Working shift schedule:** + The work schedule consists of 5 days a week, with 2 days off. + Availability to work in 24-7 shift on weekend and public holiday, as assigned per monthly roster **Qualifications:** + Bachelor's degree above + Minimum 1+ years of working experience as RTA + Fluency in both Thai and English (B1 level) required reading, writing, and speaking skills + Willing to work 24*7 + Required good communication skill + Required good knowledge of MS Excel & Power point, proficiency with computers + Ability to handle pressure situations + Drive for self-learning and knowledge enhancement Location: THA Chiang Mai - Airport Business Park Language Requirements: English Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**