WFM Monitoring (APAC)

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