Overview

Role Purpose: Monitor and manage real-time performance across Contact Centre and Back-Office operations to ensure adherence to schedules, SLA/TAT compliance, and operational stability. Act as the first line of defense for intraday deviations by executing timely interventions and communicating recovery plans to stakeholders.

Requirements

• Diploma in Operations Management or related field.
• 2–3 years experience in real-time monitoring or contact centre operations.
• Familiarity with WFM tools (Verint, NICE, Genesys) and ACD systems.
• Strong Excel skills; exposure to BI tools advantageous.
• Real-time management principles and WFM tool functionality.
• Intraday reporting and variance analysis.
• Understanding of contact centre metrics (ASA, SL, adherence, occupancy).

Duties and Responsibilities

Real-Time Monitoring

• Track interval-level performance against schedules ...