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Rhysley Private Limited
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Real Time Monitoring - Executive
Rhysley Private Limited
posted 6hr ago
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Flexible timing
Key skills for the job
Job Description
- Real-Time Monitoring & Workforce Management:
- Track live call volumes, agent status, and queue performance.
- Monitor adherence to schedules and escalate non-compliance.
- Adjust resources dynamically to optimize productivity.
- Incident Management:
- Identify and address service level issues in real-time.
- Notify supervisors of any deviations, absenteeism, or staffing concerns.
- Provide recommendations for better shift allocation.
- Performance Tracking & Reporting:
- Generate real-time reports on agent productivity and service levels.
- Track KPIs such as AHT (Average Handle Time), occupancy, and shrinkage.
- Identify patterns of inefficiency and propose solutions.
- Coordination & Communication:
- Liaise with Team Leads and HR to manage workforce availability.
- Ensure prompt response to system downtimes or technical issues.
- Coordinate breaks and shift changes to maintain SLAs.
- Experience: 1-2 years in a real-time monitoring role (preferably in a BPO/Call Center).
- Skills:
- Strong analytical and problem-solving skills.
- Proficiency in workforce management tools & dashboards.
- Excellent communication and coordination skills.
- Ability to handle high-pressure situations efficiently.
- Education: Graduate in any discipline (preferred but not mandatory).
- Immediate joiners are highly preferred.
- Candidates with prior call center experience will be given priority.
Employment Type: Full Time, Permanent
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