Duties and Responsibilities:

• Act as a point of contact for escalations and urgent operational matters, including during contingency events such as weather events and system outages.
• Collaborate with other members of the workforce and operations management team and other departments to address operational issues and improve efficiency.
• Generate reports and insights on real-time performance trends.
• Handle escalated issues and provide support to Operations as needed.
• Identify opportunities for process improvements based on real-time data analysis and operational insights, including participation in special projects and performing other related tasks as necessary from time to time.
• Maintain accurate records of real-time data and actions taken, ensuring a high standard of output while completing tasks within reasonable timeframes.
• Monitor and analyze real-time service level performance, call volumes, and agent activities.
• Performs data analysis to identify trends and insights using analytical methods.
• Provide timely updates to management on performance metrics and issues.

Qualifications: 

• Minimum average of 2-3 years of relevant working experience in a similar role, with a focus on real-time management in a customer service environment is preferred.
• Minimum of 2 years of college education or a related degree is preferred.
• Ability to handle high-pressure situations and make quick decisions.
• Basic computer skills, proficiency and knowledge of MS Office programs (Excel, PowerPoint, Word and Outlook) and WFM systems (e.g. Avaya CMS, NICE IEX, Cisco, Aspect eWFM, Verint)
• Demonstrates technical documentation skills by creating documented procedures or written guidelines for real time management processes.
• Detail-oriented and organized to maintain accurate records.
• Effective operational proficiency in Business English, paired with advanced communication skills, is needed for conveying real-time updates and recommendations to a wide range of individuals, including the operations team.
• Flexibility to changing circumstances and schedules.
• Highly self-motivated, multitask-oriented team member with the ability to self-manage tasks to completion within structured timelines.
• Knowledge of and experience within general contact center processes along with a solid understanding of WFM fundamentals.
• Proven analytical and problem-solving skills, with the ability to interpret real-time data and make data-driven decisions.

For Internal Job Posting: 

Must be a regular employee with a minimum of 1 year working experience within the company. No disciplinary action higher that a First Written Warning within the past 6 months. Must meet each KPI requirement for at least 4 out of the last 6 months.

Competency Requirements:

With Moderate to Expert Competency Level in the following:

• Communication Skills (Spoken and Written)
• Sense of Urgency
• Personal Effectiveness
• Analytical Thinking and Skills
• Customer Orientation and Focus
• Time Management
• Collaboration
• Problem Signalling
• Team Player
• Adaptability