Real Time Management
6 months ago
**Duties and Responsibilities**
- Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and Interval Compliance adherence
- Set up and manage real-time alerts for deviations from established performance thresholds. Respond promptly to these alerts to mitigate any potential issues
- Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times
- Monitor and track agent adherence to schedules and break times, taking corrective actions when necessary to maintain operational efficiency
- Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events
- Make real-time adjustments to agent schedules, including reassigning tasks, redistributing workloads, and managing breaks to maintain Interval compliance
- Collaborate closely with contact center supervisors and managers to provide real-time updates on performance and work together to address challenges as they arise
- Analyze real-time and historical data to identify trends, anomalies, and areas for improvement, and provide recommendations to enhance operational efficiency
- Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting
- Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards
**Requirements and Qualifications**
- Bachelor's degree in business, statistics, or a related field preferred
- Proven experience in real-time monitoring and analysis within a contact center or customer service environment
- Proficiency in contact center software and workforce management tools
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions quickly
- Excellent communication skills, both written and verbal, with the ability to convey complex information clearly and concisely
- Detail-oriented with the ability to multitask effectively in a fast-paced environment
- Knowledge of call center operations, including key performance indicators (KPIs) and Interval Compliance (IC)
- Flexibility to work shifts, including evenings, weekends, and holidays, as needed
- Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams
- Strong Excel skills
**Salary**: From BD500.000 per month
**Education**:
- Bachelor's (preferred)
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