16 Oct
|
People Prime Worldwide
|
Hyderabad
16 Oct
People Prime Worldwide
Hyderabad
Experience: 4 - 4 years
Max Experience: 4
To act as the operational control tower by monitoring queues, staffing levels, adherence, and service levels in real time, ensuring interval-level business performance is maintained throughout the day.
Key Responsibilities
Monitor queues and performance in real time.
Ensure required staffing is available for every 30-minute interval.
Manage schedule adherence and attendance.
Coordinate and stagger breaks, meetings, and offline activities.
Perform intraday staffing adjustments.
Escalate staffing or SLA risks immediately.
Queue and SLA monitoring
Publish hourly and interval-level operational reports.
Partner with Operations Managers to maintain operational stability.
Preferred Experience 2-5 years in Contact Center Operations, WFM, or Real-Time Monitoring.
Experience handling voice and chat support operations.
Robust analytical and reporting skills.
📌 Real-Time Analyst (RTA) (Hyderabad)
🏢 People Prime Worldwide
📍 Hyderabad