3 - 8 years
0 Lacs
Posted:1 week ago|
Platform:
On-site
Full Time
Monitor real-time service levels and adherence to schedules
Track agent productivity and provide instant feedback to floor supervisors
Make intraday adjustments to staffing based on call volume trends
Collaborate with Ops and WFM teams to optimize shift allocations
Generate and distribute real-time and intraday performance reports
Provide actionable insights to improve operational KPIs
Manage agent skill sets and routing updates within WFM tools
Identify and escalate system issues affecting queue performance
Maintain accurate agent status codes and schedule adherence
Strong understanding of contact center operations
Advanced MS Excel skills (Pivot, VLOOKUP, Charts)
Real-time monitoring and reporting skills
Strong communication and stakeholder management abilities
Quick decision-making under pressure
Bachelors degree in any stream
Certifications in Workforce Management or RTA tools (if available)
Prior experience supporting BPO/KPO or large-scale contact centers
WHITE HORSE MANPOWER CONSULTANCY (P) LTD
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