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Job Description
- Monitor live performance metrics such as service levels, adherence, occupancy, queue levels, and agent statuses in real time.
- Take immediate action to manage intraday staffing gaps, call volumes, and performance issues.
- Coordinate with team leaders and operations to manage agent availability and reassign breaks/lunches when needed.
- Escalate operational risks such as system outages, unexpected absenteeism, or high call volumes.
- Provide hourly or intraday reports and updates to key stakeholders on KPIs and real-time performance.
- Adjust intraday forecasts and schedules in collaboration with Performance Manager.
- Support shift changes and transitions by ensuring appropriate staffing and handover.
- Ensure communication channels (chat, email) are used effectively to keep teams informed.
- Identify and suggest improvements to real-time processes and tools.
Job Requirements
- Strong knowledge of real-time metrics (AHT, SLA, occupancy, adherence, etc.).
- Excellent analytical and decision-making skills.
- Strong attention to detail and ability to work in a fast-paced, dynamic environment.
- Excellent communication skills and the ability to collaborate across departments.
- Ability to remain calm under pressure and act quickly when issues arise.
- Proactive and highly organized.
- Fast learner with a strong sense of urgency.
- Results-oriented and dependable.
