Real-Time Monitoring (RTM) Executive

We, SummitNext Technologies Sdn. Bhd., are a BPO and Technology Solutions provider, where innovation meets excellence.

As we embark on our rapid expansion, we are eagerly seeking talented individuals to join our team as Real-Time Monitoring (RTM) Executives, ensuring operational efficiency and SLA compliance across our projects.

Position

Real-Time Monitoring (RTM) Executive 

Job Description

• Monitor agent activities, service levels, and queue status in real-time across multiple projects

• Track agent adherence, breaks, login/logout compliance, and escalate non-compliance to Team Leaders or Operations Managers

• Coordinate immediate workforce changes with Team Leaders to meet SLA targets

• Send hourly and end-of-day reports on productivity, adherence, and any performance deviation

• Identify and highlight trends that may impact productivity and performance

• Assist in daily shift monitoring, roster planning support, and basic reporting tasks

Job Requirements

• Diploma and above in Business Admin, IT, or related fields

• Strong attention to detail and analytical thinking

• Familiar with workforce metrics such as adherence, occupancy, service level, and AHT

• Prior experience in workforce or BPO environment is an added advantage

• Proficient in Excel and basic reporting tools

• Able to work on rotational shifts, including weekends and public holidays

• Good communication skills in English and Malay

Job Type

Full-time, Rotational Shift, 5 Days a Week
Work Location: SummitNext Sungai Petani Office

Salary

• Basic: RM2,000 

• Performance KPI Incentive: Up to RM250/month

Benefits

• EPF & SOCSO

• Birthday Leave

• Annual Leave, Medical Leave, Maternity & Parental Leave

• Career Advancement Opportunities

• Professional Development & Training

Expected Start Date

Immediately