Operational Excellence Specialist

We are seeking a skilled Workforce Manager to ensure seamless service delivery by actively monitoring and managing call volumes, agent availability, and workload distribution in real-time.

Key Responsibilities :

• Analyzing queues for opportunities to improve adherence and taking corrective actions
• Making informed decisions quickly with strong analytical skills
• Collaborating with operational teams and escalating issues effectively with excellent communication skills
• Working under pressure and making rapid adjustments in a fast-paced environment

Requirements :

About the Role :

This role requires strong analytical and communication skills, proficiency in workforce management software, and an understanding of contact center operations.

The ideal candidate will be able to work under pressure, make rapid adjustments, and collaborate with operational teams effectively.