Operational Performance Expert

3 days ago

Ghaziabad, Uttar Pradesh, India beBeeRealTimeOperations Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description

We are seeking an accomplished Real-Time Operations Specialist to join our team. The ideal candidate will have a proven track record of ensuring operational efficiency and service delivery performance by actively monitoring, analyzing, and managing real-time activities across multiple queues.

The selected individual will be responsible for monitoring real-time call, chat, or case queues to ensure service level goals are consistently met. They will also track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.

A key responsibility of the role will be to respond to spikes in volume or unexpected events by adjusting break schedules and recommending intraday actions. Additionally, they will manage agent skill assignments in systems like Avaya/CMS and adjust as needed based on traffic patterns.

The Real-Time Operations Specialist will also conduct pre-shift test calls and validate system readiness at the start of the day. Furthermore, they will manage 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 will be another critical aspect of this role.

The selected candidate will be required to generate and publish real-time and intraday reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates. They will also produce End-of-Day (EOD) and daily performance summaries for operational review.

This position will involve tracking historical performance trends and providing actionable insights for continuous improvement. The Real-Time Operations Specialist will maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.

Collaboration with WFM scheduling teams for intraday staffing adjustments or shift/break reschedules will be essential. Regular interface with operations leads, IT teams, and client representatives to coordinate responses to system issues or performance challenges will also be necessary.

Requirements
  • 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.
Benefits

This role offers a dynamic and challenging environment where you can apply your skills and experience to drive business growth. As a valued member of our team, you will have access to ongoing training and development opportunities, enabling you to enhance your skills and advance your career.

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