Job Description

Real-Time Operations Management

• Monitor real-time contact center performance, including service level, queue status, call volumes, average speed of answer (ASA), abandonment rate, occupancy, and agent availability.
• Monitor agent adherence and conformance to published schedules, identifying variances and taking appropriate actions with Operations.
• Analyze intraday performance against forecasts and staffing plans, recommending staffing adjustments to meet operational targets.
• Coordinate with Operations, Scheduling, and Capacity Planning teams to manage staffing levels based on changing business demands.
• Execute real-time staffing actions, including overtime, voluntary time off (VTO), shift extensions, schedule changes, and skill reassignments where appropriate.
• Monitor workforce management (WFM) systems to identify call routing issues, system outages, or operational disruptions that may impact service delivery.
• Escalate operational risks, service level breaches, and system incidents to the appropriate stakeholders in a timely manner.
• Support contingency plans during unexpected volume spikes, system outages, or business continuity events.
• Ensure agent skill assignments and routing profiles remain accurate to support operational requirements.
• Generate and distribute real-time, hourly, daily, weekly, and monthly operational reports and dashboards.
• Communicate intraday performance updates, staffing recommendations, and operational alerts to management and key stakeholders.
• Maintain accurate documentation of intraday actions, staffing adjustments, and operational incidents.
• Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
• Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
• Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
• Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
• Participate in testing and implementation of new WFM tools, processes, and operational changes.
• Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
• Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
• Perform other duties and special projects as assigned by management

Performance Analysis & Continuous Improvement

• Analyze real-time operational data to identify trends, staffing risks, and opportunities for improving workforce efficiency.
• Provide recommendations to improve schedule adherence, occupancy, productivity, and service level performance.
• Collaborate with Forecasting, Capacity Planning, Scheduling, and Operations teams to improve workforce planning accuracy and execution.
• Support continuous improvement initiatives related to workforce management processes, reporting, and system enhancements.
• Participate in testing and implementation of new WFM tools, processes, and operational changes.
• Ensure compliance with workforce management policies, operational procedures, and service delivery standards.
• Monitor contact center system incidents and outages and escalate to the GT team, System Management team and relevant stakeholders to support timely resolution, minimize operational impact, and maintain business continuity.
• Perform other duties and special projects as assigned by management

Relevant Work Experience

• Individuals with prior experience in real-time management experience in a centralized contact center environment is preferred.
• Experience in automating task/reports that are manual to reduce cycle time and defects is preferred.