Role Overview

As a Real Time Monitor you will drive and steer the strategic and tactical real‑time delivery objectives across a single account, focusing on monitoring employee productivity and reporting to a Universal Control Analyst.

Key Responsibilities Serve as the first line of coverage to call out any deviation from schedule and plan back to the Operation. Flag major incidents to Operations and the intraday team. Correspond with the intraday and/or Dialler team regarding movement of support between LOBs in real time. Monitor adherence of agents in real time. Monitor campaigns to ensure optimal staffing levels. Support real‑time shrinkage. Assist with integration and implementation of new call centre technologies. Maintain knowledge of IEX functionality and WFM tools and processes. Qualifications and Experience Experience shadowing in a Real Time department is a distinct advantage. Intermediate knowledge of WFM call centre management and all related calculations. Knowledge...