Key Responsibilities:
• Monitor real-time queue performance and staffing levels
• Ensure service levels and operational targets are maintained
• Manage schedule adherence, shrinkage, and intraday activities
• Coordinate with operations teams for staffing adjustments and escalations
• Prepare and analyze reports using Excel and WFM tools
• Identify operational risks and support business continuity planning
Required Skills:
• Experience in RTA / WFM / Queue Management
• Good understanding of call center metrics and SLA management
• Strong knowledge of MS Excel
• Valuable analytical and communication skills