Associate - Real-Time Management

Description

The Associate - Real-Time Management is a key member of the Workforce Management team in a BPO environment, responsible for real-time monitoring and management of staffing levels, queue performance, and service level adherence across multiple client programs. The role focuses on maximizing operational efficiency, ensuring optimal agent productivity, and delivering on client SLAs in a dynamic, multi-channel contact center setting. This individual plays a crucial role in identifying system issues, coordinating with IT and operations teams, and escalating problems to ensure minimal disruption to service delivery.

Key Responsibilities

• Real-Time Queue Monitoring: Monitor Line Adherence, intraday call volumes, queue performance, and agent availability across voice, chat, email and other channels to ensure service levels are met.

• Incident Management: Provide Tier...