WFM Monitoring (APAC)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox WFM Monitoring (APAC)Full-timeCompany Descriptionfoodpanda is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in around 65 countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.Job DescriptionABOUT THE ROLEMonitors 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 RESPONSIBILITIESMonitor real-time queue performance across phone, chat, and emailTriage and assess incoming incidents via phone, email, and ticketing systemsResolve Level 1 incidents per established protocols (reboot, logs, troubleshooting)Escalate complex incidents to regional or global support with full documentationKeep users informed of incident status, resolution timelines, and workaroundsMaintain accurate and detailed incident records in the ITSM systemContribute to knowledge base with documented issues and resolutionsFlag real-time SLA deviations and trigger intraday adjustment actionsParticipate in incident review meetings and suggest process improvementsCoordinate with RTM and planners for real-time headcount interventionsMonitor schedule adherence and alert team leads to deviationsSupport continuous improvement of incident management processesQualificationsDiploma or equivalent qualification in any field1–2 years experience in contact center operations or real-time monitoringFamiliarity with WFM systems and ACD/telephony platformsStrong attention to detail with the ability to multitask in real timeClear and concise written and verbal communicationAbility to follow structured SOPs under pressureBasic Excel/Google Sheets proficiency for reporting and trackingSUGGESTED ADDITIONSClear separation of RTA vs Incident Analyst scope (two distinct sub-roles)Define escalation matrix ownership explicitly in the JDMetrics the analyst is held accountable for (interval SLA %, adherence %)Shift flexibility expectation: 24/7 rotation coverage noted explicitlyITIL Foundation certification as a preferred or required qualificationBy clicking the link above or any third-party link within this posting, you are leaving this site and going to a third-party website where the third-party website's terms and privacy policy applyI'm interestedI'm interestedPrivacy NoticeI'm interestedRefer a friendshare this jobShare to WeChat×Copy the link and open WeChat to share.Copy to clipboardOpen WeChatShare to WeChat×Use Scan QR Code in WeChat and click ··· to share.