Workforce Management - Senior Associate Manager - Real Time (Bangkok, Kuala Lumpur, Gurgaon, Pune Based - Relocation Provided)

Qualifications

• High level written & verbal language/communication skills. Intermediate or above computer literacy (MS Excel particularly), high level problem solving / analytical reasoning skills. High level stakeholder management skills.
• Experience
• 6+ years of WFM experience
• Experience in coaching and developing, in a technical environment.
• Experience in delivering high-level business objectives or initiatives.
• Trainings
• OJT, WFM onboarding, RT Onboarding

Must have:

• Deep hands-on experience designing and configuring omnichannel routing strategies (email, voice, chat/messaging) using platforms such as Amazon Connect, Genesys Cloud/PureCloud, or equivalent CCaaS/ACD systems.
• Proven ability to build routing logic from the ground up — including skills-based routing, IVR/call flows, queues, priorities, and escalation paths — based on complex, nuanced business requirements.
• Strong understanding of contact center architecture (queues, agent skill profiles, SLAs, overflow/failover logic) and how to translate ambiguous business needs into scalable, technical routing designs.
• Experience integrating routing platforms with CRM/WFM/reporting tools (e.g., Salesforce, Verint, NICE) is a plus.
• Comfortable working directly with engineering/IT teams to implement and troubleshoot routing configurations, and able to independently own technical documentation of routing setups.
• We welcome both local and international applications for this role. Full visa sponsorship and relocation assistance available.

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