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Real Time Operations Manager

2 weeks ago

Manama, Manama, Bahrain beBeePerformance Full time
Job Overview

This role is responsible for overseeing and optimizing real-time contact center operations to ensure exceptional performance. The ideal candidate will possess a strong analytical background, proficiency in contact center software, and excellent communication skills.

Main Responsibilities:
  • Continuously monitor and analyze real-time contact center metrics, including call volumes, chat volumes, agent availability, and compliance adherence
  • Evaluate and manage real-time alerts for deviations from established performance thresholds and respond promptly to mitigate any potential issues
  • Dynamically allocate resources such as agents and queues 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 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 compliance
  • Flexibility to work shifts, including evenings, weekends, and holidays, as needed
  • Strong teamwork and interpersonal skills to collaborate effectively with cross-functional teams