Real-Time Operations Manager

hace 2 días


San José, San José, Costa Rica Future Group A tiempo completo

**Company Overview**: At Future Group, we strive to provide exceptional customer experiences by leveraging real-time data and strategic staffing decisions. As a key member of our team, you will play a critical role in ensuring seamless operations and optimal resource allocation.

**Job Description:** We are seeking an experienced Live Monitoring Specialist to join our Workforce Management team. In this role, you will be responsible for continuously tracking key performance indicators (KPIs) like call volume, wait times, and agent productivity in real-time. You will use this data to make informed decisions about adjusting staff levels, managing service level targets, and optimizing resource allocation.

**Key Responsibilities:**

  • Monitor live KPIs to inform real-time decision-making
  • Adjust staffing levels based on current call volumes and service levels
  • Ensure service level targets are consistently met throughout the day
  • Communicate with frontline staff, supervisors, and management to address any real-time issues

**Requirements:**

  • At least 6 months of experience in Workforce Management
  • Experience in real-time monitoring, preferably in a contact center environment
  • Advanced proficiency in Excel and reporting tools
  • Strong analytical and problem-solving skills
  • Excellent communication skills, both written and verbal


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