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Real-Time Operations Lead

3 weeks ago

Dublin, Dublin City, Ireland beBee Careers Full time
WFM Real-Time Analyst: Driving Operational Efficiency

In this critical role, you will lead real-time operational performance, overseeing call queues, staff adherence, and service levels for enhanced customer experiences. You will use WFM tools for real-time call centre performance monitoring, ensuring SLA adherence, managing abandonment rates, and optimizing schedules for productivity.

You will work closely with workforce management and sales & distribution management teams, playing a pivotal role in supporting the operation by monitoring and controlling the distribution of resource to ensure key performance indicators are achieved. You will also collaborate with cross-functional teams to resolve real-time issues and manage workload fluctuations.

This role requires a strong understanding of contact centre metrics and the impact of non-adherence. You will have minimum 2 years contact centre experience, with 1 year in a real time or work force management role, as well as strong numerical, analytical and problem solving skills. You will also have high proficiency in MS Packages and data visualization tools.

You will refine real-time processes for efficiency and workforce optimization, working with the WFM Specialist on forecasting and scheduling improvements. You will also participate in review meetings to discuss performance metrics and improvements.

This is an exciting opportunity to drive operational efficiency and make a significant impact on the success of our business.