Real-Time Operations Specialist

7 days ago

Ellore, Andhra Pradesh, India beBeeRealTime Full time ₹ 6,00,000 - ₹ 12,00,000

Job Summary:

This role involves real-time monitoring, analysis, and management of multiple queues to ensure operational efficiency and service delivery performance.

The successful candidate will serve as the first line of defense to guarantee service levels and performance metrics are achieved while supporting operations with timely and accurate reporting, issue escalation, and actionable insights.

Key Responsibilities
  • A. Real-Time Monitoring & Queue Management:
    • Monitor call, chat, or case queues to ensure consistent service level goals.
    • Track agent availability, idle time, and adherence in alignment with intraday staffing plans.
    • Respond to volume spikes or unexpected events by adjusting break schedules and recommending intraday actions.
    • Manage agent skill assignments in systems like Avaya/CMS and adjust based on traffic patterns.
    • Conduct pre-shift test calls and validate system readiness.
    • Manage overtime to control people costs without compromising service levels.
    • Raise risk alerts for potential staffing imbalances.
  • B. Reporting & Analytics:
    • Generate and publish real-time and intraday reports covering key metrics like volume, AHT, 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, highlighting anomalies or patterns.
    • Maintain audit trails, issue logs, and action trackers for transparency and accountability.
    • Conduct regular skill audits to verify agent assignments.
  • C. Coordination & Stakeholder Engagement:
    • Collaborate with WFM scheduling teams for intraday staffing adjustments.
    • Interface with operations leads, IT teams, and client representatives for issue responses.
    • Attend regular meetings to provide updates and align on goals.
    • Ensure accurate absenteeism reporting by monitoring sick lines and validating absence data.
    • Provide proactive recommendations based on real-time insights.
    • Support outage management protocols by coordinating communication and resolution steps.
  • D. Process Improvement & Support:
    • Develop and refine operational playbooks, SOPs, and escalation matrices.
    • Support new reporting templates or dashboards design and implementation.
    • Contribute to business continuity planning by maintaining flexible coverage models.
    • Assist in training RTAs or operational partners on real-time processes.

Required Skills & Qualifications:

  • 1-4 years of experience in WFM real-time monitoring or contact center operations.
  • Any graduation and above.
  • Strong analytical skills with MS Excel proficiency and WFM tools knowledge.
  • Excellent communication skills, both written and verbal.
  • Ability to work under pressure, prioritize tasks, and manage time effectively.
  • Flexibility to work across time zones.
  • Knowledge of SLA, AHT, adherence, occupancy, shrinkage, and other WFM KPIs.

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