Found Description
Responsibilities
- Monitor live contact center performance including queues, service levels, AHT, occupancy, and adherence
- Identify operational risks and proactively recommend corrective actions
- Take immediate action to mitigate SLA risks through staffing adjustments and queue management
- Track agent adherence and coordinate with Operations on schedule deviations
- Communicate intraday performance updates, risks, and action plans to Team Leads, Operations Managers, and Workforce Management stakeholders
- Coordinate with Scheduling, Forecasting, and Operations teams to balance demand and staffing in real time
- Support incident management by assessing operational impact and coordinating response actions
- Prepare and maintain real-time dashboards and operational reports
- Analyze intraday trends and identify opportunities to improve staffing efficiency and service performance
- Help maintain...