About this role
1. Real-Time Monitoring (RTM)
- Monitor performance across all channels, including SLAs, response times, queues, occupancy, and adherence.
- Identify and escalate operational risks promptly.
2. Workforce Management (WFM)
- Track attendance, schedule adherence, and staffing levels.
- Coordinate with Team Leads to address workforce gaps and optimize utilization.
3. Queue & Workload Management
- Monitor queue volumes, backlogs, and workload distribution.
- Recommend resource adjustments to maintain SLAs.
4. Intraday Performance Analysis
- Compare forecasted vs. actual volumes and identify traffic trends.
- Recommend staffing adjustments to improve performance.
5. Operational Reporting
- Prepare daily, weekly, and monthly reports on SLAs, AHT, adherence, occupancy, productivity, and queue performance.
- Highlight key trends and improvement opportunities.
6. Incident & Escalation Management
- Identify and escalate staffing, system, and SLA issues.
- Coordinate resolutions and maintain incident logs.