Monitor and manage real-time performance across Voice, Chat, Email, and Ticket channels to ensure SLA, queue waiting time, backlog, productivity, and operational KPIs are achieved.
Perform intraday staffing and headcount management, including skilling adjustments, queue balancing, offline activity movement, and recovery planning based on live operational conditions.
Lead real-time floor management during service risks, high backlog situations, outages, or unexpected volume spikes, while coordinating closely with Ops, Planning, and Team Leaders....