Performance Optimization Specialist

21 hours ago

Thiruvananthapuram, Kerala, India beBeeRealTime Full time ₹ 9,00,000 - ₹ 13,00,000
Job Description

The Real-Time Operations Analyst plays a pivotal role in ensuring seamless service delivery and operational efficiency by actively monitoring, analyzing, and managing real-time activities across multiple channels. This position serves as 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.

Key Responsibilities:
  • Monitor real-time call, chat, or case queues to ensure service level goals are met consistently.
  • 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 people costs without compromising service levels.
  • Raise red flags or risk alerts to operations for potential staffing imbalances.
Required Skills and 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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