
Real Time Operations Coordinator
1 week ago
This role involves real-time monitoring of workforce performance to ensure schedule adherence and prevent productivity losses. It also includes intraday adjustments, timely communication with stakeholders, and performance reporting.
Key Responsibilities- Prevent productivity losses in real-time by adjusting schedules and communicating with team members.
- Keep all stakeholders informed about real-time updates and progress.
- Ensure that all departments maintain good attendance records and adhere to schedules.
- Regularly report on employee performance.
- Monitor workforce activities in real-time.
- Make intraday adjustments as needed and provide regular reports.
- Monitor and troubleshoot issues with tools and systems.
- Provide timely alerts and notifications to employees and managers when performance deviates from expectations or during system downtime.
- Collaborate with IT teams to identify and resolve system outages or agent issues affecting performance.
- Manage intraday staffing to meet business needs.
- Monitor real-time metrics, including queue performance, agent adherence, and contact center KPIs (e.g., Service Level, ASA, AHT, occupancy, shrinkage).
- Notify all stakeholders of incidents during system downtime.
- Prepare and analyze end-of-day reports.
- Basic Qualifications:
- 1-2 years of experience as a Real-Time Analyst or in a Workforce Management role.
Preferred background: Inbound sales environment.
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