Job Overview
- Experience Level
- +2 years
- Employment Type
- Full-time
- Workplace Type
- Not specified
- Location
- Not specified
- Job function
- Customer Service
- Application Deadline
- 14 March 2026
About the Role
- Monitor real-time queues, volumes, and performance metrics (service level, AHT, adherence)
- Identify performance risks and take immediate corrective actions (re-skilling, schedule adjustments)
- Coordinate with team leaders and workforce teams to manage intraday staffing needs
- Track agent adherence and occupancy, highlighting variances
- Provide real-time reports and updates to stakeholders
- Support contingency planning during spikes, outages, or unexpected changes
- Ensure operational targets and SLAs are maintained throughout the day
Requirements
- Experience in Bpo for 2 years
Skills
Customer Service