Teleperformance
Real-Time Manager (RTM) – Mandarin
What's your preference?
Job Description
- Req#: 70192
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.
-
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.
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
Responsibilities
Key Responsibilities
About the company
We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions.
Notice
Talentify is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
Talentify provides reasonable accommodations to qualified applicants with disabilities, including disabled veterans. Request assistance at accessibility@talentify.io or 407-000-0000.
Federal law requires every new hire to complete Form I-9 and present proof of identity and U.S. work eligibility.
An Automated Employment Decision Tool (AEDT) will score your job-related skills and responses. Bias-audit & data-use details: www.talentify.io/bias-audit-report. NYC applicants may request an alternative process or accommodation at aedt@talentify.io or 407-000-0000.