Job Description

The Real Time Management Specialist monitors live operations, makes immediate staffing adjustments, and ensures service level targets are met throughout the day. This role requires quick decision-making abilities and strong understanding of real-time operational dynamics.

Key Roles and Responsibilities

• Monitor real-time service levels, queue volumes, and agent availability

• Make immediate staffing adjustments to maintain service targets

• Coordinate with operations teams on break schedules and agent movements • Manage intraday schedule changes and emergency coverage

• Track and communicate service level performance throughout the day

• Escalate capacity issues and recommend solutions

• Maintain real-time dashboards and communication channels

• Document intraday activities and performance variances

Required Knowledge and Skills ...