Real-Time Floor Monitoring (RTFM)

About the role

This role involves coordinating with agents and other teams in a contact center environment, monitoring call traffic metrics such as SLA and AHT, and analyzing real-time data from reporting tools.

Key responsibilities

• Coordinate with agents or other teams using strong communication and leadership skills

• Understand inbound call traffic flow and contact center service metrics such as SLA and AHT

• Read, understand, and interpret real-time data from reporting tools at regular intervals

• Master Microsoft Office, particularly Excel for data processing and reporting, and PowerPoint

• Check attendance, tardiness, and identify any discrepancies across all contact center services

• Execute Action Plan/Recovery Plan when call volume increases

• Strive to achieve set performance targets

• Create daily reports and analyze service performance

• Create work schedules for Agents and Team Leaders

About you

• Minimum S1 education from any major

• Minimum GPA of 3.00

• Minimum 1 year experience as RTFM, Desk Control, or similar position in contact center operations

• Strong analytical capabilities

• Proficient in Microsoft Office and data processing

• Accustomed to working with deadlines

• Willing to be on standby via phone outside working hours if required

• Willing to work shifting schedules

• Willing to be placed in BSD Serpong, Tangerang Selatan