R
2 months ago
Job Summary
We’re looking for a Real Time Monitoring Specialist to join the team of excellent service providers To manage ticket queues, monitor real time status of the support analysts, and ensure effective handling of incoming volumes. A quick learner with a great attention to detail, who’s not afraid of a dynamic, fast changing environment
- Minimum Qualification: Degree
- Experience Level: Mid level
- Experience Length: 1 year
Job Description/Requirements
What you’ll be doing:
- Monitoring the key metrics (average queue waiting time, backlogs, oldest case in queue) and providing feedback to the operations teams
- Overseeing scheduling adherence and communicating necessary changes to the agents, operations and vendors
- Proposing scheduling changes and acting on them, e.g. open overtimes or shifting capacity between the tasks
- Providing assistance to the WFM team
What you'll need:
- Experience in a contact centre and familiar with concepts like inflow forecasting, handle time and queue management
- Bachelor's degree or equivalent work experience
- Fluent English (C1)
- Quick learning skill to easily pick up new tasks and software
- Ability to self-manage and prioritise your workload to maintain and improve processes
- Confidence using office programs (Google documents, Word, Outlook etc)
- Good attention to detail – ability to notice mistakes in complex data
- Problem solving approach, ability to implement effective solutions quickly
- Excellent written and verbal communication, ability to manage relationships with a wide range of team members
- Ability to analyse trends and make continuous improvements
- Readiness to take responsibility for high-stakes tasks
- Flexibility, ability to respond well to fast decision changes
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