Real-Time Performance Manager

1 week ago

Chennai, Tamil Nadu, India beBeePerformance Full time ₹ 9,00,000 - ₹ 15,00,000
Real-Time Performance Manager

The Real-Time Performance Manager plays a vital role in ensuring seamless operational efficiency and delivering high-quality service performance by actively monitoring, analyzing, and managing real-time activities across multiple queues.

This position serves as the primary point of contact to ensure key performance metrics are consistently met while providing timely and accurate support with reporting, issue escalation, and actionable insights.

Main Responsibilities:
  • Real-Time Monitoring & Queue Management
    • Monitor real-time call, chat, or case queues to ensure that service level goals are consistently achieved.
    • 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 labor 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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