Overview:
Responsible for monitoring intraday operations to ensure service level targets are met and staffing is optimized in real time.
Key Responsibilities:
- Monitor queues, staffing, and service levels in real time
- Track attendance and schedule adherence
- Identify and escalate risks impacting performance
- Provide immediate recommendations to address gaps
Qualifications:
- At least 1 year WFM or RTA experience in a BPO setting
- Strong analytical and problem-solving skills
- Proficiency in MS Excel and WFM tools
- Good communication and stakeholder management skills