Real-Time Operations Specialist

24 hours ago

Belgaum, Karnataka, India beBeeOperations Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Summary

The Real-Time Operations Specialist plays a crucial role in ensuring the smooth operation of our contact center. This individual will be responsible for actively monitoring and analyzing real-time activities, identifying areas for improvement, and implementing strategies to optimize performance.

Key Responsibilities
  • Monitor real-time call 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 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.
  • Generate and publish real-time 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.
  • Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
  • Collaborate with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules.
  • Interface with operations leads and IT teams to coordinate responses to system issues or performance challenges.
  • Attend regular operations meetings to provide updates and align on goals.
Requirements
  • 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 and WFM tools.
  • Excellent communication skills, both written and verbal.
  • Ability to work under pressure, prioritize multiple tasks, and manage time effectively.
Skills and Qualifications
  • Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

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