Service Level Agreements: Actively monitor real-time queue volumes, break compliance, and call
Shift Management & Rostering: Build, maintain, and optimise staff schedules, managing leave
Resource Planning & Forecasting: Track staff utilisation, capacity, and availability to
Contingency Scheduling: Rapidly identify staffing gaps and coordinate with team leaders or
Administrative Operations: Maintain accurate operational data, update workforce tracking systems
Cross-Team Coordination: Partner with team leaders to ensure consistent communication, shared best

🎯 Requirements

Several years of experience as operations lead, operations coordination, call centre supervisor, or
High comfort level with scheduling, spreadsheets, and data tracking systems.
Exceptional attention to detail, strong numerical and analytical skills, and the ability to solve

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