Monitor queue and agent performance in real time to meet SLA targets.
Flag agent deviations (ACW, statuses, concurrency) and escalate.
Dynamically adjust routing, skills, and break coverage to protect SLAs.
Collaborate with Scheduling and Leadership to handle spikes/absences; update plan.
Track and log intraday actions using Playvox, Zendesk, or dashboards.
Communicate changes and SLA risks through defined escalation channels.

🎯 Requirements

Experience with WFM systems, scheduling tools, or real-time monitoring.
Strong spreadsheets and data-backed ad-hoc reporting skills.
Excellent pattern-recognition to spot trends in behavior and SLA slippage.
High-ownership decision-maker who acts quickly in fast-paced settings.
Excellent verbal and written communication; detail-oriented and persistent.
Structured, logical thinker who can break down complex operational problems.

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