About The Team
The Real-Time Monitoring (RTM) function is a key part of operations, responsible for tracking live performance metrics such as queue volumes, agent availability, and schedule adherence to ensure smooth and efficient service delivery. Operating alongside the Workforce Management (WFM) team. By providing immediate visibility and acting on real-time data, the RTM team plays a critical role in maintaining operational stability and meeting service level targets in fast-paced, high-volume environments.
Job Description
- Monitor live queues, agent status, and intraday performance across multiple channels (voice, chat, email, etc.)
- Identify variances from forecasted service levels and take corrective actions (e.g., reassigning agents, escalating issues)
- Track agent schedule adherence and coordinate with Team Leads/Supervisors on exceptions
- Communicate real-time alerts, performance trends, and action plans to stakeholders
- Collaborate with WFM, Operations, and IT to manage outages or unexpected spikes
- Support hourly, mid-shift, and end-of-day reporting as required
- Maintain accurate logs of actions taken and escalations raised
- Participate in post-shift reviews and provide insights for process improvement
Requirements
- At least 2-3 years of experience as a workforce planning or real-time monitoring analyst.
- Proficiency in English.
- Strong ability to perform data analytics.
- Capability to work independently.
- Adaptability to a fast-paced environment.
- Ability to multitask, prioritize, and manage time effectively.
- Consistent demonstration of teamwork skills.
