Real-Time Operations Specialist

4 days ago

Kollam, Kerala, India beBeeOperations Full time ₹ 12,00,000 - ₹ 15,00,000
Real-Time Operations Specialist

As a key member of our operational team, the Real-Time Operations Specialist plays a critical role in ensuring seamless service delivery and performance excellence. This role involves actively monitoring, analyzing, and managing real-time activities across multiple queues to ensure service levels and performance metrics are achieved.

Key Responsibilities:
  • Real-Time Monitoring & Queue Management:
    • Monitor real-time call, chat, or case queues to ensure consistent service level goals are met.
    • 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.
    • 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.

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