Real-Time Monitoring Expert

2 weeks ago

Thāne, Maharashtra, India beBeeDataAnalyst Full time ₹ 8,00,000 - ₹ 10,00,000

Job Summary

Real-Time Monitoring Professional
  • Achieve operational efficiency and service delivery excellence by actively monitoring and managing real-time activities.

About the Role:

This key 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 guarantee service level goals are consistently met.
  • Track and manage agent availability, idle time, and adherence in alignment with intraday staffing plans.
  • Respond to spikes in volume or unexpected events 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.

Reporting and Analytics:

  • Generate and publish real-time and intraday 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 for continuous improvement.
  • Publish agent adherence and schedule compliance reports, and highlight anomalies or patterns.
  • Maintain audit trails, issue logs, and action trackers to ensure transparency and accountability.
  • Conduct regular skill audits to verify the accuracy of agent assignments to queues/LOBs.

Collaboration and Communication:

  • Collaborate with 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.
  • Attend regular operations, WFM, and client meetings to provide updates and align on goals.
  • Ensure accurate absenteeism reporting by monitoring sick line and validating absence data.
  • Provide proactive recommendations based on real-time insights, such as cross-skilling needs, overflow planning, or LOB-specific focus areas.
  • Support outage management protocols by coordinating communication and resolution steps.

Professional Development:

  • Help develop and refine operational playbooks, SOPs, and escalation matrices for real-time management.
  • Support the design and implementation of new reporting templates or dashboards.
  • Contribute to business continuity planning (BCP) by maintaining flexible real-time coverage models.
  • Assist in training new RTAs or operational partners on real-time processes and tools.

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.

  • IT Monitoring Specialist

    1 week ago

    Thāne, Maharashtra, India beBeeExpert Full time ₹ 9,00,000 - ₹ 12,00,000

    Monitoring Expert - Key Roles and ResponsibilitiesWe are seeking an accomplished monitoring expert to assume a pivotal role in our team. This highly skilled professional will be entrusted with real-time monitoring of servers, network devices, applications, jobs, and services using a range of sophisticated tools.The ideal candidate will have extensive...

  • Dialer Real-Time Analyst

    2 weeks ago

    Thāne, Maharashtra, India DigiFocal IT Solutions Pvt Ltd Full time

    Dialer Real-Time Analyst (RTA) Location: Thane Work Type: Full-time | Night Shifts About the Role We are seeking an experienced Dialer Real-Time Analyst (RTA) to join our dynamic contact center operations team. The ideal candidate will have strong expertise in LiveVox dialer systems , workforce management, and real-time monitoring to ensure optimal...

  • Real-Time Performance Specialist

    6 days ago

    Thāne, Maharashtra, India beBeeAnalyst Full time ₹ 4,00,000 - ₹ 8,00,000

    Real-Time Performance Specialist">The role involves real-time monitoring of dialing campaigns, ensuring optimal performance and agent productivity. Key responsibilities:Monitoring inbound/outbound dialing campaigns.Managing dialer lists, starting/stopping campaigns as needed.Adjusting dialing pace and reporting on agent behavior to leadership.Managing agent...

  • Dialer Real-Time Analyst

    2 weeks ago

    Thāne, Maharashtra, India DigiFocal IT Solutions Pvt Ltd Full time ₹ 6,00,000 - ₹ 10,00,000 per year

    Dialer Real-Time Analyst (RTA)Location:ThaneWork Type:Full-time | Night ShiftsAbout the RoleWe are seeking an experiencedDialer Real-Time Analyst (RTA)to join our dynamic contact center operations team. The ideal candidate will have strong expertise inLiveVox dialer systems, workforce management, and real-time monitoring to ensure optimal campaign...

  • Dialer Real-Time Analyst

    2 weeks ago

    Thāne, Maharashtra, India DigiFocal IT Solutions Pvt Ltd Full time

    Dialer Real-Time Analyst (RTA) Location: Thane Work Type: Full-time | Night Shifts About the Role We are seeking an experienced Dialer Real-Time Analyst (RTA) to join our dynamic contact center operations team. The ideal candidate will have strong expertise in LiveVox dialer systems , workforce management, and real-time monitoring to...

  • Expert Real Estate Compliance Specialist

    2 weeks ago

    Thāne, Maharashtra, India beBeeRegulatory Full time ₹ 9,00,000 - ₹ 12,50,000

    Compliance Manager - Real Estate ExpertiseAs a key member of our real estate team, you will be responsible for ensuring timely registration of projects, adherence to regulatory guidelines, and serving as the primary point of contact for RERA-related matters.This is a full-time role that requires strong legal knowledge, excellent communication skills, and the...

  • Real Estate Transactional Expert

    2 weeks ago

    Thāne, Maharashtra, India beBeeTransactional Full time ₹ 8,00,000 - ₹ 15,00,000

    Key Role: Transactional Legal ExpertJob Description:The ideal candidate will work closely with senior members of the team to provide expertise in real estate transactions.Conduct thorough due diligence on property titles, requisition lists, and title reports.Carefully examine property documents and verify ownership titles.Draft and review complex...

  • Sales Specialist

    6 days ago

    Thāne, Maharashtra, India beBeeExpert Full time ₹ 2,50,000 - ₹ 3,00,000

    Unlock Your Potential as a Sales Expert in Real EstateWe are seeking an experienced and results-driven Sales Professional to drive business growth in the dynamic real estate industry. Engage with prospects, build strong relationships, and identify opportunities for tailored solutions. Provide expert advice and consultation on real estate matters, ensuring...

  • Real Estate Visionary

    5 days ago

    Thāne, Maharashtra, India beBeeDirector Full time ₹ 20,00,000 - ₹ 29,00,000

    Senior Real Estate Project DirectorThis is a leadership role that involves overseeing large-scale real estate projects. The ideal candidate should have experience in managing high-rise residential projects and be able to lead complex teams effectively.Lead and manage the execution of large-scale real estate projects, ensuring timely completion, quality...

  • Real Estate Market Expert

    1 week ago

    Thāne, Maharashtra, India beBeeInvestmentSales Full time ₹ 60,00,000 - ₹ 1,00,00,000

    Unlock a world of real estate opportunities with your expertise in property sales. As an Investment Sales Specialist, you will have the chance to fast track your career and become a leader in the industry.Key Skills for SuccessMarket Mastery: Develop deep knowledge of the Gurugram real estate market and identify prime investment opportunities.Client...