Real-Time Operations Associate

4 days ago

Melbourne, Victoria, Australia beBeeoperations Full time $60,000 - $90,000
Job Title: Real-Time Operations Associate

We are seeking a highly skilled and detail-oriented Real-Time Operations Associate to join our team. As a key member of our operations team, you will play a vital role in driving the performance of our contact center.

Key Responsibilities:
  • Act as a liaison between centralized and site WFM teams to ensure seamless communication and collaboration.
  • Prepare daily/weekly/monthly MIS reports and presentations to provide insights into contact center performance.
  • Develop and implement schedules using Erlang for multiple queues across various locations to optimize resource allocation.
  • Investigate and resolve escalated issues and requests from site management in a timely and effective manner.
  • Conduct root cause analysis of service level agreement deviations and develop action plans to prevent recurrence.
  • Monitor real-time queue metrics, schedule adherence, and attendance to identify areas for improvement.
  • Manage ad-hoc exception requests and update schedules accordingly.
  • Optimize breaks and adjust schedules as needed to ensure optimal agent productivity.
  • Schedule intra-day training requests and update schedules to ensure compliance with company policies.
  • Analyze daily efficiency reports to identify trends and areas for improvement.
  • Attend centralized and site management meetings to stay informed about business objectives and initiatives.
Required Skills and Qualifications:
  • Excellent communication and interpersonal skills to effectively collaborate with cross-functional teams.
  • Proficiency in MS Excel and PowerPoint to create informative reports and presentations.
  • Able to work 24/7 in a fast-paced environment with minimal supervision.
  • Scheduling skill is an added advantage to optimize resource allocation.
  • Able to handle pressure situations with ease and make sound decisions under tight deadlines.
  • Proactive approach to learning and self-improvement to enhance job knowledge and performance.

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