Operational Performance Specialist

2 days ago

Jamnagar, Gujarat, India beBeeAnalyst Full time ₹ 5,00,000 - ₹ 10,00,000
Real-Time Operations Manager

The Real-Time Operations Manager plays a critical role in ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues.

  • Monitor real-time call, chat, or case queues to ensure service level goals are met 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.
  • Manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.
  • Conduct pre-shift test calls and validate system readiness at the start of the day.
  • Manage pre- and post-shift overtime to control people costs without compromising service levels.
  • Raise red flags or risk alerts to operations for potential staffing imbalances.
Reporting & Analytics

Generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.

  • Produce End-of-Day (EOD) and daily performance summaries for operational review.
  • Track historical performance trends and provide actionable insights for continuous improvement.
  • Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
  • Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
  • Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.
Coordination & Stakeholder Engagement

Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.

  • Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges.
  • Attend regular operations, WFM, and client meetings to provide updates and align on goals.
  • Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
  • Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
  • Support outage management protocols by coordinating communication and resolution steps.
Process Improvement & Support

Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.

  • Support the design and implementation of new reporting templates or dashboards.
  • Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
  • Assist in training new RTAs or operational partners on real-time processes and tools.
Preferred Skills & Qualifications
  • 1–4 years of experience in WFM real-time monitoring or contact center operations.
  • Any graduation and above.
  • Strong analytical skills with proficiency in MS Excel, WFM tools (e.g., NICE IEX).
  • Excellent communication skills, both written and verbal.
  • Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
  • Flexible to work across time zones, based on the program's Hours of Operation.
  • Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

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