Dynamic Service Delivery Specialist

1 week ago


Tiruppur, Tamil Nadu, India beBeeRealtimeanalyst Full time ₹ 60,00,000 - ₹ 1,20,00,000

Key Responsibilities:

  • Monitor call and chat queues to ensure service level goals are met.
  • 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 actions.
  • Assign agents to tasks based on traffic patterns.
  • Validate system readiness at the start of the day.
  • Manage overtime to control people costs without compromising service levels.
  • Raise alerts for potential staffing imbalances.

Process Improvement & Support

  • Develop operational playbooks and SOPs for real-time management.
  • Support the design and implementation of new reporting templates.
  • Contribute to business continuity planning by maintaining flexible coverage models.
  • Train new employees on real-time processes and tools.


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