Performance Optimization Coordinator

5 days ago

Varanasi, Uttar Pradesh, India beBeeAnalyst Full time ₹ 40,00,000 - ₹ 80,00,000
Real-Time Operations Specialist

This role is responsible for ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues. The ideal candidate will be the first line of defense to ensure service levels and performance metrics are achieved while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.

The Real-Time Operations Specialist will play a critical role in ensuring operational efficiency and service delivery performance by:

  • Monitoring real-time call, chat, or case queues to ensure service level goals are met consistently.
  • Tracking and managing agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Responding to spikes in volume or unexpected events (e.g., call surges, outages, high absenteeism) by adjusting break schedules and recommending intraday actions.
  • Managing agent skill assignments in systems like Avaya/CMS and adjusting as needed based on traffic patterns.
  • Conducting pre-shift test calls and validating system readiness at the start of the day.
  • Managing pre- and post-shift overtime to control people costs without compromising service levels.
  • Raising red flags or risk alerts to operations for potential staffing imbalances.

The Real-Time Operations Specialist will also be responsible for:

  • Generating and publishing real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
  • Producing End-of-Day (EOD) and daily performance summaries for operational review.
  • Tracking historical performance trends and providing actionable insights for continuous improvement.
  • Publishing agent adherence and schedule compliance reports, and highlighting anomalies or patterns.
  • Maintaining audit trails, issue logs, and action trackers to ensure transparency and accountability.
  • Conducting regular skill audits to verify the accuracy of agent assignments to queues/LOBs.

To be successful in this role, the Real-Time Operations Specialist must possess:

  • 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.
  • 1–4 years of experience in WFM real-time monitoring or contact center operations.

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