Real Time Administrator
Core
Monitor call traffic and staffing levels in real-time to ensure optimal service delivery and workforce efficiency for Consumer Service Centers.
Role type
Real-Time Administrator (Workforce Management)
Builds
Operational efficiency and service level performance for contact center operations
Domain
Contact Center Operations / Workforce Management
Deliverable
dashboards & analysis
Required skills
Real-time monitoring, Workforce Management platforms, Schedule adherence tracking, Root cause analysis, Forecasting, Stakeholder liaison
Preferred skills
Multi-channel support experience, 24/7 environment experience
Technologies
Amazon Connect, Verint
Responsibilities
Monitor call volume flows and SLA targets; Track schedule adherence and process change requests; Analyze efficiency metrics and prepare daily reports; Optimize daily schedules to address shrinkage and volume spikes; Coordinate overtime and contingency action plans.
Seniority
Mid-level, hands-on IC
