Real-Time Operations Specialist

The Real-Time Operations Specialist plays a pivotal role in ensuring seamless service delivery and operational efficiency by actively monitoring, analyzing, and managing real-time activities across multiple queues. This critical position serves as the first line of defense to guarantee service levels and performance metrics are consistently met, while providing timely and accurate reporting, issue escalation, and actionable insights to support operations.

• Monitor real-time call, chat, or case queues to ensure service level goals are achieved consistently.
• Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
• Respond to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions to maintain optimal performance.
• Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns to maximize productivity.
• Conduct pre-shift test calls and validate system readiness at the start of the day to ensure smooth operations.
• Manage pre- and post-shift overtime to control people costs without compromising service levels, while maintaining flexibility for changing demands.
• Raise red flags or risk alerts to operations for potential staffing imbalances to prevent performance dips.

• Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates to provide valuable insights for data-driven decision making.
• Produce End-of-Day (EOD) and daily performance summaries for operational review to track progress and identify areas for improvement.
• Track historical performance trends and provide actionable insights for continuous improvement to optimize operations and drive business growth.
• Publish agent adherence and schedule compliance reports, highlighting anomalies or patterns to facilitate corrective action.
• Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability throughout the organization.
• Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs to ensure seamless integration and effective utilization of skills.

• Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules to maintain optimal workforce allocation.
• Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges, ensuring timely resolution and minimal disruption.
• Attend regular operations, WFM, and client meetings to provide updates and align on goals, fostering a culture of collaboration and open communication.
• Ensure accurate absenteeism reporting by monitoring sick line and validating absence data to maintain accurate records and inform informed decisions.
• Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas, to drive business growth and optimize operations.
• Support outage management protocols by coordinating communication and resolution steps to minimize downtime and maintain service continuity.

• Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management to standardize processes and enhance efficiency.
• Support the design and implementation of new reporting templates or dashboards to improve visibility and inform data-driven decision making.
• Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models to ensure seamless operations during disruptions.
• Assist in training new RTAs or operational partners on real-time processes and tools to ensure knowledge transfer and effective onboarding.

• 1–4 years of experience in WFM real-time monitoring or contact center operations, with a strong background in analytical tools and methodologies.
• Any graduation and above
• Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX), and ability to leverage data insights to drive business outcomes.
• Excellent communication skills, both written and verbal, with the ability to articulate complex ideas and negotiate effectively.
• Ability to work under pressure, prioritize multiple tasks, and manage time effectively to meet tight deadlines and deliver results.
• Flexible to work across time zones, based on the program's Hours of Operation, to accommodate diverse customer needs.
• Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs to provide strategic guidance and support.