Job Description

Overview:

Responsible for monitoring intraday operations to ensure service level targets are met and staffing is optimized in real time.


Key Responsibilities:

  1. Monitor queues, staffing, and service levels in real time
  2. Track attendance and schedule adherence
  3. Identify and escalate risks impacting performance
  4. Provide immediate recommendations to address gaps


Qualifications:

  • At least 1 year WFM or RTA experience in a BPO setting
  • Strong analytical and problem-solving skills
  • Proficiency in MS Excel and WFM tools
  • Good communication and stakeholder management skills

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