Monitor live volumes and reallocate agents as needed.Ensure SLA, AHT, and occupancy targets are achieved.Provide intraday reports and escalate risks to leadership.Support VIP and irregular operations (IROPS) coverage.
Qualifications
Strong analytical skills and quick decision-making
Proficiency in workforce tools (Talkdesk, Salesforce, etc.)
Excellent communication and adaptability in high-volume travel environments