Intraday command: adjust campaigns and staffing in real time to meet service levels.
Agile issue resolution: fix bottlenecks with Tech/Product to minimize downtime.
Productivity optimization: monitor occupancy and re-train across channels.
Live performance reporting: provide hourly flash reports with next steps.
Policy enforcement: ensure real-time adherence to schedules and protocols.
Data validation: audit real-time tools against logs for data integrity.

🎯 Requirements

Operational mindset: 2+ years in contact center ops.
Technical literacy: real-time monitoring tools; basic SQL.
Decision making: proactive, autonomous under pressure.

🎁 Benefits

Remote-first with global hubs (Santa Monica, Nairobi, Mexico City, Manila, Bangalore).

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