Real Time Operations Manager

6 days ago

Bengaluru, Karnataka, India beBeeLeadership Full time ₹ 11,24,000 - ₹ 2,01,12,000
Key Position Summary:

This role is a critical position requiring strong leadership and analytical skills. As a key team member, you will be responsible for overseeing a group of Real-Time Analysts, ensuring seamless scheduling across multiple sites, and analyzing issues to provide actionable feedback.

The successful candidate will possess excellent communication and decision-making skills, as well as strong business acumen. Experience in managing complex operations in Real-Time is essential, along with hands-on experience in Telephony and Workforce Management tools.

  • Oversee a team of Real-Time Analysts
  • Align schedules across multiple sites with staffing requirements and operational metrics
  • Communicate with stakeholders on near-term action plans and schedule improvements
  • Identify and analyze issues, complete post-mortem reports, and provide feedback
  • Address variances with Partner/Client Points of Contact
Required Skills & Qualifications:

Experience in managing large-scale complex operations in Real-Time is essential. The ideal candidate will have a strong background in:

  • Managing multi-site environments
  • Strong communication and decision-making skills
  • Strong business acumen
  • Ability to simplify complex operations into repeatable processes
  • Hands-on experience in Telephony and WFM tools (CMS Avaya/Genesys/Cisco/Aspect/Verint/IEX)

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