Job Description

What You'll Do:

• Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
• Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
• Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders.
• Analyze operational performance drivers such as shrinkage, AHT, absenteeism, occupancy, backlog aging, and forecast variance, and provide actionable recommendations for recovery and improvement.
• Prepare and maintain intraday reports, flash updates, queue analysis, backlog tracking, and management reporting to support operational decision-making.
• Ensure accuracy and compliance of all real-time activities, including attendance monitoring, adherence tracking, WFM system updates, and RTA documentation.
• Drive continuous improvement initiatives, reporting automation, and process optimization while mentoring junior RTAs on real-time floor management and operational control.

What you’ll need?

• Minimum 3–5 years of experience in Workforce Management or Real-Time Management within a contact center environment.
• Strong experience managing omnichannel operations including Voice, Chat, Email, and Ticket support across multiple queues, languages, or skill groups.
• Good understanding of contact center operational metrics such as SLA, occupancy, shrinkage, adherence, productivity, backlog management, and intraday staffing principles.
• Hands-on experience with WFM systems (Peopleware, NICE, Verint, IEX, or equivalent) and strong analytical skills using Excel or Google Sheets.
• Strong communication, stakeholder management, and problem-solving skills with the ability to make operational decisions in a fast-paced environment.