Manager - WFM - RTA

Job Description Inviting applications for the role of Assistant Manager/Manager (Work Force Manager), Real Time Analyst The Real-Time Monitoring Analyst is responsible for overseeing the operational performance of a U.S.-based call centre in real-time, ensuring that service levels and staffing requirements are met. This role involves using tools such as Amazon Connect and Verint to monitor call centre operations, adjust staffing in real-time, and address any issues that may impact performance. The Real-Time Monitoring Analyst will work closely with the WFM Manager and operational teams to ensure smooth day-to-day operations and quick responses to any real-time challenges. Responsibilities - Real-Time Monitoring: Continuously monitor call centre performance in real-time using Amazon Connect and Verint, tracking key metrics such as service levels, adherence, occupancy, average handle time (AHT), and call volume. - Adjust Staffing in Real-Time: Identify areas of staffing imbalances (e.g., overstaffing or understaffing) and make immediate adjustments to agent schedules as needed. Coordinate with the WFM team to deploy resources efficiently based on real-time performance data. - Alert Management: Respond promptly to alerts and notifications regarding potential service level breaches, escalations, or agent availability issues. Act quickly to mitigate disruptions and ensure that operational goals are met. - Performance Optimization: Work to maintain optimal service levels throughout the day by tracking and adjusting in real-time. Identify trends and patterns in performance that may require proactive adjustments. - Incident Escalation: Collaborate with supervisors, team leads, and managers to address escalated issues or system malfunctions that may affect agent productivity or service delivery. Ensure issues are resolved in a timely manner to minimize disruption. - Agent Adherence Monitoring: Monitor agent adherence to schedules, breaks, and shift times, ensuring that agents are logged in and actively taking calls as per their schedules. Take corrective actions if adherence is falling below targets. - Collaboration with Operations: Coordinate with U.S.-based operations teams to relay real-time performance data and to adjust strategies based on performance insights. Provide timely updates on staffing and service level performance. - Call Volume Management: Anticipate changes in call volume based on historical data and current trends, and adjust staffing in real-time to ensure calls are answered within SLAs. - Reporting & Communication: Provide real-time reporting and status updates to the WFM Manager and leadership teams. Highlight any significant issues or trends that may require further investigation or action. - Continuous Improvement: Offer suggestions for improving real-time processes, staffing strategies, and adherence monitoring. Use data insights to suggest and implement process changes that improve performance. Qualifications we seek in you Minimum Qualifications / Skills - Education: Bachelor's degree in any stream, Operations Management, or a related field. - Technical Proficiency: Expertise in Amazon Connect for real-time call centre monitoring, as well as Verint for adherence and performance management. Proficient in Microsoft Office, particularly Excel for data tracking and analysis. Preferred Qualifications/ Skills - Analytical Skills: Strong analytical and problem-solving skills, with the ability to assess real-time data and make quick decisions to optimize workforce performance. - Attention to Detail: High attention to detail, particularly in tracking agent adherence, call volume fluctuations, and performance metrics in real-time. - Communication Skills: Excellent verbal and written communication skills, able to quickly convey real-time performance data to U.S.-based teams and leadership. Ability to provide clear instructions and solutions during performance issues. - Time Management: Strong time management skills, able to handle multiple real-time tasks and priorities effectively and efficiently in a high-paced environment. - Proactive & Quick Decision-Making: Ability to make quick decisions in response to real-time issues, ensuring minimal disruption to call centre operations. - - - - -