Job Summary

Ensure the efficient and effective real-time management of operational processes and resources within a business or contact center environment. This involves monitoring, analyzing, and responding to real-time data and events to optimize workforce utilization, maintain service levels, and enhance overall operational performance. Additionally, the role involves creating and managing staff schedules to align with expected workloads, employee availability, and service goals.

Job Details

Real-Time Monitoring: Continuously monitor various operational metrics and key performance indicators (KPIs) in real-time to ensure that service levels are being met and operational goals are achieved.

Schedule Adherence: Monitor agent adherence to schedules, including breaks, lunches, and other activities, and take corrective actions to address any deviations to ensure smooth operations.

Intraday Management: Make on-the-fly adjustments to schedules based on changing call volume patterns, agent availability, and other operational dynamics to optimize staffing levels.

Service Level Management: Analyze real-time data to ensure that service level agreements (SLAs) and other performance targets are being met and implement strategies to maintain or improve them.

Performance Reporting: Generate and distribute regular and ad hoc reports that provide insights into operational performance, agent productivity, and other relevant metrics.

Workforce Forecasting: Collaborate with other teams to develop short-term and long-term workforce forecasts based on historical data, trends, and upcoming events.

Scheduling: Create, modify, and manage staff schedules that align with call volume forecasts, agent availability, and business requirements.

Communication: Maintain effective communication with supervisors, managers, and agents to ensure everyone is aware of schedule changes, performance targets, and operational updates.

Emergency Response: Address unexpected disruptions, such as technical issues or staff shortages, by making quick decisions to minimize their impact on service levels.

Data Analysis: Utilize statistical techniques, predictive modeling, and data analysis to identify trends, patterns, and areas for improvement in operational efficiency.

Collaboration: Collaborate with various teams, including operations, training, and management

Process Improvement: Continuously seek opportunities to improve scheduling processes, real time monitoring techniques, and other aspects of workforce management.

Technology Utilization: Leverage workforce management tools, software, and reporting systems to optimize scheduling and real-time decision-making.

Adaptability: Be prepared to adapt to unexpected changes, emergencies, and varying call volume patterns while maintaining service levels and agent satisfaction.

Training and Development: Provide training and guidance to agents and supervisors on schedule adherence, performance expectations, and best practices for maintaining operational efficiency.

Requirements

Education: Bachelor of Science in Statistics, Computer science, Mathematics, Finance, general business, Accounting, or a related field

Experience: Minimum of 1 years' experience in real time management and monitoring

Additional Experience: Previous experience in customer service is desirable

Skills: Great people skills

Flexibility: Should be flexible to work in shifts both day and night

Problem-Solving: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Analytical Skills: Knowledge and experience in reading, analyzing, and interpreting reports and support procedures

Communication Skills: Ability to effectively present information and respond to questions from management, peers and customers

Service Delivery: Ability to handle service delivery and service assurance processes and structures in a large environment

Personal Attributes: Self-driven, customer centric and team player

Motivation: Proactive and self – motivated

Additional Notes: We thank all applicants for their interest. However, due to the large volume of applications we receive, only shortlisted candidates will be contacted.

• Continuously monitor various operational metrics and key performance indicators (KPIs) in real-time to ensure that service levels are being met and operational goals are achieved.
• Monitor agent adherence to schedules, including breaks, lunches, and other activities, and take corrective actions to address any deviations to ensure smooth operations.
• Make on-the-fly adjustments to schedules based on changing call volume patterns, agent availability, and other operational dynamics to optimize staffing levels.
• Analyze real-time data to ensure that service level agreements (SLAs) and other performance targets are being met and implement strategies to maintain or improve them.
• Generate and distribute regular and ad hoc reports that provide insights into operational performance, agent productivity, and other relevant metrics.
• Collaborate with other teams to develop short-term and long-term workforce forecasts based on historical data, trends, and upcoming events.
• Create, modify, and manage staff schedules that align with call volume forecasts, agent availability, and business requirements.
• Maintain effective communication with supervisors, managers, and agents to ensure everyone is aware of schedule changes, performance targets, and operational updates.
• Address unexpected disruptions, such as technical issues or staff shortages, by making quick decisions to minimize their impact on service levels.
• Utilize statistical techniques, predictive modeling, and data analysis to identify trends, patterns, and areas for improvement in operational efficiency.
• Collaborate with various teams, including operations, training, and management
• Continuously seek opportunities to improve scheduling processes, real time monitoring techniques, and other aspects of workforce management.
• Leverage workforce management tools, software, and reporting systems to optimize scheduling and real-time decision-making.
• Be prepared to adapt to unexpected changes, emergencies, and varying call volume patterns while maintaining service levels and agent satisfaction.
• Provide training and guidance to agents and supervisors on schedule adherence, performance expectations, and best practices for maintaining operational efficiency.

• Great people skills
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
• Knowledge and experience in reading, analyzing, and interpreting reports and support procedures
• Ability to effectively present information and respond to questions from management, peers and customers
• Ability to handle service delivery and service assurance processes and structures in a large environment
• Self-driven
• Customer centric
• Team player
• Proactive
• Self-motivated

• Bachelor of Science in Statistics, Computer science, Mathematics, Finance, general business, Accounting, or a related field
• Minimum of 1 years' experience in real time management and monitoring
• Previous experience in customer service is desirable