- 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
- Robust knowledge of MS Excel
- Good analytical and communication skills