Overview:

Responsible for monitoring intraday operations to ensure service level targets are met and staffing is optimized in real time.

Key Responsibilities:

1. Monitor queues, staffing, and service levels in real time
2. Track attendance and schedule adherence
3. Identify and escalate risks impacting performance
4. Provide immediate recommendations to address gaps

Qualifications:

• At least 1 year WFM or RTA experience in a BPO setting
• Strong analytical and problem-solving skills
• Proficiency in MS Excel and WFM tools
• Good communication and stakeholder management skills