Real-Time Operations Expert

6 days ago

Dombivli, Maharashtra, India beBeeAnalyst Full time ₹ 9,00,000 - ₹ 12,00,000

Job Overview:

The Real-Time Performance Specialist is responsible for ensuring operational efficiency and service delivery performance by monitoring, analyzing, and managing real-time activities.

Key Responsibilities:

  • Monitor real-time workflows to ensure service standards are consistently met.
  • Track agent productivity, idle time, and adherence in alignment with intraday staffing plans.
  • Respond to volume fluctuations or unexpected events by adjusting break schedules and recommending intraday actions.
  • Manage agent skill assignments and adjust as needed based on traffic patterns.

Reporting & Analytics:

  • Generate real-time reports covering key metrics such as volume, AHT, SL, staffing, and abandon rates.
  • Produce End-of-Day (EOD) and daily performance summaries for operational review.
  • Track historical performance trends and provide actionable insights.

Coordination & Stakeholder Engagement:

  • Collaborate with scheduling teams for intraday staffing adjustments.
  • Interface with operations leads, IT teams, and client representatives to coordinate responses to system issues.

Process Improvement & Support:

  • Contribute to the development and refinement of operational playbooks and escalation matrices.
  • Support the design and implementation of new reporting templates or dashboards.

Required Skills & Qualifications:

  • Experience in real-time monitoring or contact center operations.
  • Strong analytical skills with proficiency in MS Excel and analytics tools.
  • Excellent communication skills and ability to work under pressure.

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