Job
Description
As a Real-Time Manager, your primary role is to monitor service level metrics such as the percentage of calls answered within the target time and track key metrics like real-time queues, Average Speed of Answer (ASA), and Call Abandonment Rate. You will receive automated alerts when any of these KPIs deviate from the acceptable range. Your responsibilities include actively monitoring individual agent statuses, ensuring schedule adherence, addressing deviations from the schedule, managing unscheduled absence, and making tactical adjustments when necessary. Key Responsibilities: - Continuously track the percentage of calls answered within the target time and monitor key metrics like real-time queues, ASA, and Call Abandonment Rate. - Actively monitor individual agent statuses such as Logged In, Available, On Call, Break, Lunch, and After Call Work. - Monitor Agent Adherence to ensure agents follow their scheduled work states and address any deviations immediately. - Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership. - Execute immediate countermeasures when Service Level is at risk, such as re-slotting activities, approving Overtime/Voluntary Time Off, adjusting agent skills/queues, and communicating system issues to IT. Qualifications Required: - Proven experience in monitoring service level metrics and key performance indicators. - Strong analytical skills and the ability to make real-time decisions to ensure service level targets are met. - Excellent communication skills to effectively address agent deviations and escalate staffing shortages to leadership. - Knowledge of call center operations, scheduling, and adherence management. If any additional details of the company are present in the JD, please provide for inclusion. As a Real-Time Manager, your primary role is to monitor service level metrics such as the percentage of calls answered within the target time and track key metrics like real-time queues, Average Speed of Answer (ASA), and Call Abandonment Rate. You will receive automated alerts when any of these KPIs deviate from the acceptable range. Your responsibilities include actively monitoring individual agent statuses, ensuring schedule adherence, addressing deviations from the schedule, managing unscheduled absence, and making tactical adjustments when necessary. Key Responsibilities: - Continuously track the percentage of calls answered within the target time and monitor key metrics like real-time queues, ASA, and Call Abandonment Rate. - Actively monitor individual agent statuses such as Logged In, Available, On Call, Break, Lunch, and After Call Work. - Monitor Agent Adherence to ensure agents follow their scheduled work states and address any deviations immediately. - Track and report real-time absenteeism and tardiness, escalating severe staffing shortages to leadership. - Execute immediate countermeasures when Service Level is at risk, such as re-slotting activities, approving Overtime/Voluntary Time Off, adjusting agent skills/queues, and communicating system issues to IT. Qualifications Required: - Proven experience in monitoring service level metrics and key performance indicators. - Strong analytical skills and the ability to make real-time decisions to ensure service level targets are met. - Excellent communication skills to effectively address agent deviations and escalate staffing shortages to leadership. - Knowledge of call center operations, scheduling, and adherence management. If any additional details of the company are present in the JD, please provide for inclusion.
