Role Summary

Responsible for monitoring, in real time, the operation's adherence to capacity planning, forecasts, and schedules. Acts as a control point for daily operational performance, monitoring service flows, absenteeism, adherence, and SLA compliance.

The main goal is to ensure operational deviations are quickly identified and corrected, protecting productivity, quality, and service levels in real time.

Key Responsibilities

• Monitor calls, chats, emails, and other operational channels in real time.
• Track employee adherence to schedules and breaks.
• Report real-time adherence, breaks, login/logout activity, and absenteeism to operational leadership.
• Analyze operational deviations and proactively mitigate risks.
• Identify anomalies that may impact SLAs, such as low adherence, high backlog, unexpected volume increases, or staffing gaps.
• Work closely with operational leaders to ensure dai...