Real-Time Operations Manager

2 weeks ago

Bengaluru, Karnataka, India beBeeAnalysis Full time ₹ 80,00,000 - ₹ 1,20,00,000

Job Title: Real-Time Operations Manager

We are seeking a skilled professional to join our team as a Real-Time Operations Manager.

This is a unique opportunity for an experienced individual who can drive business growth and success through effective management of real-time operations.

The successful candidate will have excellent leadership skills, the ability to work in a fast-paced environment, and strong analytical and communication skills.

Main Responsibilities:

  • Real-Time Management: The Real-Time Operations Manager will be responsible for monitoring call center agents' performance and ensuring optimal staffing levels to meet service level agreements (SLAs) in real time.
  • Documentation and Monitoring: The role involves documenting key metrics and trends, and using this information to inform future decisions and strategies.
  • Forecasting and Analysis: The Real-Time Operations Manager will analyze data to identify areas for improvement and develop forecasts to optimize resource allocation.
  • Policies and Procedure Compliance: The successful candidate must ensure adherence to all relevant policies and procedures.

Required Skills and Qualifications:

  • Strong understanding of workforce management concepts: Including call volume forecasting, scheduling, and adherence.
  • Proficiency in WFM tools and software: Experience with tools such as NICE, Verint, or IEX is highly desirable.
  • Excellent analytical and communication skills: The ability to interpret complex data and communicate insights effectively to stakeholders.
  • Ability to work in a fast-paced environment: Managing multiple priorities and deadlines in a dynamic environment.
  • Strong leadership skills: Experience leading teams and driving business growth through effective management.

Benefits:

  • Opportunity to work with a talented team: Collaborate with experienced professionals to drive business success.
  • Professional development: Opportunities for growth and development in a dynamic industry.
  • Competitive salary and benefits: A comprehensive compensation package that rewards hard work and dedication.

Others:

  • Background in fields related to statistics, systems engineering, programming, data analytics: Or equivalent work experience is highly desirable.

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