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Responsibilities
Responsibilities
* Monitor agent adherence, service levels (SLAs), occupancy, availability, and real-time performance metrics.
* Identify operational deviations and execute intraday corrective actions, including skill changes, break adjustments, and campaign reinforcements.
* Proactively alert supervisors and operational leaders about critical situations such as overload, absenteeism, or low productivity.
* Document and report incidents that impact daily planning and operations.
* Collaborate with the workforce team to support adjustments to forecasts, staffing, and schedules.
* Participate in operational follow-up meetings, sharing insights and improvement recommendations.
Requirements
* Technical degree, technologist, or senior student in Business Administration, Engineering, or related fields.
* Minimum 6 months of experience in workforce management, real-time monitoring, or operational roles within a call center environment.
* Intermediate to advanced proficiency in Excel and workforce management or monitoring tools such as Injixo, NICE, Avaya, Genesys, or similar.
* Availability to work rotating shifts, including weekends and holidays.
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