Real-Time Operations Specialist

2 weeks ago

Cochin, Kerala, India beBeeOperational Full time ₹ 12,00,000 - ₹ 16,00,000
Job Title: Real-Time Operations Specialist

Key Responsibilities:

  • Monitor and manage real-time activities across multiple queues to ensure operational efficiency.
  • Track agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Respond to volume spikes 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 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 reports covering key metrics such as volume, Average Handling Time (AHT), Service Level (SL), staffing, and abandon rates.
  • Produce 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.

Coordination & Stakeholder Engagement:

  • Collaborate with Workforce Management (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.

Process Improvement & Support:

  • Help develop and refine operational playbooks and escalation matrices for real-time management.
  • Support the design and implementation of new reporting templates or dashboards.

Required Skills & Qualifications:

  • Strong analytical skills with proficiency in MS Excel and WFM tools.
  • 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.

Benefits:

  • Opportunity to work with a dynamic team in a fast-paced environment.
  • Professional growth and development opportunities.

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