About this role
Real-Time Operations Management
• Monitor real-time contact center performance, including service level, queue status, call volumes, average speed of answer (ASA), abandonment rate, occupancy, and agent availability. • Monitor agent adherence and conformance to published schedules, identifying variances and taking appropriate actions with Operations. • Analyze intraday performance against forecasts and staffing plans, recommending staffing adjustments to meet operational targets. • Coordinate with Operations, Scheduling, and Capacity Planning teams to manage staffing levels based on changing business demands. • Execute real-time staffing actions, including overtime, voluntary time off (VTO), shift extensions, schedule changes, and skill reassignments where appropriate. • Monitor workforce management (WFM) systems to identify call routing issues, system outages, or operational disruptions that may impact service delivery. • Escalate operational risks, service level breaches, and system incidents to the appropriate stakeholders in a timely manner. • Support contingency plans during unexpected volume spikes, system outages, or business continuity events. • Ensure agent skill assignments and routing profiles remain accurate to support operational requirements. • Generate and distribute real-time, hourly, daily, weekly, and monthly operational reports and dashboards. • Communicate intraday performance updates, staffing recommendations, and operational alerts to management and key stakeholders. • Maintain accurate documentation of intraday actions, staffing adjustments, and operational incidents. • Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency. • Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance. • Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution. • Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements. • Participate in testing and implementation of new WFM tools, processes, and operational changes. • Ensure compliance with workforce management policies, operational procedures, and service delivery standards. • Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity. • Perform other duties and special projects as assigned by management
Performance Analysis & Continuous Improvement
• Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency. • Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance. • Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution. • Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements. • Participate in testing and implementation of new WFM tools, processes, and operational changes. • Ensure compliance with workforce management policies, operational procedures, and service delivery standards. • Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity. • Perform other duties and special projects as assigned by management
Relevant Work Experience
• Individuals with prior experience in real-time management experience in a centralized contact center environment is preferred. • Experience in automating task/reports that are manual to reduce cycle time and defects is preferred.