Job Description

Key Responsibilities

• Real-Time Monitoring & Queue Management
  • Monitor real-time queues across: Inbound/Outbound voice, Chat, Email, Back‑office workstreams.
  • Track performance against key metrics: Service Level (SL/ASA), Queue depth, AHT, Abandonment rate.
  • Ensure queues are balanced and staffed appropriately.
• Intraday Performance Management
  • Compare actual performance vs forecast and schedule.
  • Identify variances and highlight risks proactively.
  • Execute immediate corrective actions to maintain SLAs: skill reassignments, queue prioritization, task redistribution.
• Adherence & Shrinkage Monitoring
  • Track real‑time schedule adherence at agent and team level.
  • Highlight non‑adherence and coordinate with Operations for corrective action.
  • Monitor shrinkage (planned vs unplanned) and flag deviati...