Real Time Operations Specialist

2 days ago


Manama, Manama, Bahrain RESO Full time
Job Summary:
RESO is seeking a highly skilled Real Time Operations Specialist to join our team. As a key member of our operations team, you will be responsible for monitoring call queues, agent availability, and overall team performance in real-time.

Main Responsibilities:
• Continuously monitor and analyze data to identify trends and anomalies, anticipating potential service level issues and taking proactive measures to address them.
• Proactively manage staffing levels by adjusting schedules and reallocating resources to meet business needs, ensuring seamless operations and high-quality customer experiences.
• Communicate effectively with agents and management to address issues such as absenteeism, underperformance, and unexpected volume spikes, providing timely updates and solutions.
• Work closely with other departments, including operations and HR, to ensure alignment on staffing strategies and workforce needs, facilitating open communication and collaboration.

Requirements:
• Bachelor's degree in Business, Operations Management, or a related field preferred, with relevant experience considered.
• 1-2 years' experience in real-time management, workforce management, or a similar role within a BPO or contact center highly desirable.
• Strong analytical and problem-solving abilities, with a keen attention to detail and ability to work in a fast-paced environment.
• Proficient in workforce management software and data analysis tools, with excellent communication and interpersonal skills to effectively collaborate with diverse teams.

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