Real Time Management Associate

Real-time management

A real-time management job in a call centre involves actively monitoring and adjusting resources to ensure optimal performance and service levels. This includes overseeing agent activity, call volume, and queue management to maintain adherence to schedules, meet service level targets, and improve overall customer experience. 

Key Responsibilities:

Monitoring Real-Time Data:

Tracking call volumes, agent status (available, busy, break), and other relevant metrics to identify deviations from planned schedules and targets. 

Adjusting Resources:

Proactively adjusting agent staffing levels, break schedules, and task assignments to optimize workload distribution and response times. 

Troubleshooting and Escalation:

Identifying and addressing issues that may impact service levels, including system outages, routing problems, and agent availability concerns, and escalating as needed. 

Communication and Collaboration:

Communicating with agents, supervisors, and other stakeholders to ensure smooth operations and timely resolution of issues. 

Reporting and Analysis:

Generating reports on real-time performance, identifying trends, and providing insights to inform future staffing and scheduling decisions. 

Service Level Management:

Ensuring that service level agreements (SLAs) are met by actively managing agent contacts and queues. 

Required Skills:

• Analytical skills: Ability to interpret data, identify trends, and make informed decisions. 
• Communication skills: Ability to effectively communicate with agents, supervisors, and other stakeholders. 
• Problem-solving skills: Ability to identify and address issues that may impact service levels. 
• Technical proficiency: Knowledge of call center systems, software, and reporting tools. 
• Time management skills: Ability to prioritize tasks and manage time effectively.