Contact Center Operations Manager

Greetings from Gainwell Technologies Analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency. Monitoring call volumes, agent availability, and workload distribution in real-time. Adjusting schedules and agent assignments as needed throughout the day based on live data. Collaborating with operations teams and escalating issues effectively. Key responsibilities include: Continuously monitoring call volumes, agent status, and queue lengths. Proactively adjusting agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations. Ensuring agents take scheduled breaks and managing unplanned absences to maintain optimal staffing levels. Tracking agent adherence to their scheduled work times and identifying deviations requiring intervention. Generating real-time reports on key metrics like call volume, average handle time, and service level attainment. Required skills: Strong analytical skills to interpret data and make informed decisions quickly. Excellent communication skills to collaborate with operations teams and escalate issues effectively. Ability to work under pressure and make rapid adjustments in a fast-paced environment. Proficiency in workforce management software and tools. Understanding of contact center operations and key performance metrics.

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