SOTI is committed to providing its employees with endless possibilities; learning new things, working with the latest technologies and making a difference in the world.
SOTI's growth and success is a result of commitment to innovation through entrepreneurial culture and leadership. Employees are driven to make an impact, offer a unique value and most importantly, be part of a winning team. You have a great passion for modern technology, and you are driven by your energy to identify and resolve complex problems, while providing excellent customer service. If you are eager to prove your understanding of computer networking principles, your strong problem solving abilities in a fast paced environment, and you are willing to learn, then this position offers numerous growth opportunities and a long-lasting career with SOTI.
What You'll Do
- Monitor workforce activity throughout the day to ensure staff are logged into the required tools and follow up on non-adherence
- Actively monitor call and case queues to ensure timely call handling and case assignment within agreed SLAs
- Execute daily operational routines including spam deletion, case transfers, contact additions, and Omnichannel scrubs as defined by operational runbooks
- Identify and mitigate risks for abandoned calls and callbacks, completing initial investigation and documentation of any callback incidents
- Run and maintain standard operational reports to identify trends, risks, and short-term capacity issues for the wider team
- Identify and flag upcoming risks related to public holidays, regional events, or planned absences to ensure continuous service delivery
- Provide clear and timely updates to stakeholders on intraday performance, queue health, and emerging issues
- Maintain accurate operational documentation and strictly follow established SOPs to ensure global consistency
- Collaborate with the support functions to resolve minor login or routing issues as they arise throughout your working hours
- Plan the schedules for agents to ensure optimal coverage throughout the business hours
- Assist in preparing the business review presentations from an operations point of view
- Distribution and monitoring of case workload when team members are out of the office (APAC)
- Provide support outside of standard responsibilities when required, including responding to emerging risks, global incidents, and leadership requests to protect or enhance service levels (APAC)
- Evaluate historical trends and prepare reports on volume to be shared with the Ops Lead for internal reviews (APAC)
- Must have the ability to work in a 24×7 operational environment, with shifts that are rostered, rotated regularly, or assigned on an ad-hoc basis, including weekends as per business requirements (APAC)
Experience You'll Bring:
- 2+ years of experience in a technical support or contact center environment, ideally with exposure to real-time monitoring
- Fundamental understanding of WFM/contact center metrics (e.g. SLAs, Occupancy, Shrinkage, and Abandonment)
- Proficiency in MS Excel for data entry and basic trend analysis, alongside experience with MS PowerPoint for team updates
- Familiarity with Salesforce reporting and a general understanding of how to navigate BI dashboards
- Exceptional attention to detail with the ability to remain focused in a fast-paced, high-visibility environment
- Proactive mindset with a proven ability to identify operational gaps and flag them for immediate resolution
- Strong communication skills to effectively coordinate with workforce members regarding login and adherence issues
- Prior experience with RingCentral, Salesforce, Power BI will be an added advantage
- Demonstrated experience supporting 24×7 operations in a technical support or contact center setup (APAC)
SOTI does not charge any fees at any stage of the recruitment process. You can verify the authenticity of any SOTI job opportunities by visiting SOTI Careers. SOTI shall not be liable for any fraudulent recruitment activities carried out by unauthorized individuals or organizations.
If you want to bring your ideas to life, apply at SOTI today.
Please note that SOTI does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement with agency/recruiter, SOTI will not consider or agree to payment of any referral compensation or recruiter fee.
