Sr. Representative, Operations Support

Key Responsibilities

Real-Time Monitoring

• Track real-time adherence (RTA) of advisors across all queues and platforms.

• Monitor call, email, and chat volumes and compare against forecasted demand.

• Identify service level risks and take immediate corrective actions.

• Maintain visibility on agent states, shrinkage, and productivity metrics.

Intraday Management

• Execute intraday staffing adjustments to mitigate over/under-staffing.

• Reforecast intraday volumes and staffing requirements when significant deviations occur.

• Adjust schedules, breaks, and offline activities based on operational needs.

• Coordinate with Team Leaders and Operations for quick tactical actions.

Performance & Reporting

• Provide real-time and hourly performance reports (SL, ASA, AHT, occupancy, backlog, etc.).

• Identify trends and patterns impacting performance and escalate when necessary.

• Track and document deviations, incidents, system outages, and known issues.

Communication & Coordination

• Serve as a central point of communication for operational status during the day.

• Notify leadership about risks, incidents, or major deviations from plan.

• Collaborate with Scheduling, Forecasting, and Operations to support daily business goals.

Tools & Systems

• Use WFM technology (e.g., Verint, Calabrio, Genesys, NICE, Teleopti) to manage real-time operations.

• Monitor telephony systems, dashboards, and reporting tools.

• Ensure data accuracy and integrity within WFM systems.

Qualifications & Skills

Required

• Experience in Workforce Management or real-time monitoring.

• Strong analytical and problem-solving skills.

• Ability to make quick data-driven decisions under pressure.

• Proficiency in Excel and WFM/reporting tools.

• Excellent communication and coordination abilities.

• Attention to detail and ability to multitask.

Preferred

• Prior experience in a contact center environment.

• Knowledge of forecasting, scheduling, or WFM methodologies.

• Experience with ticketing, CRM, and telephony systems.

Competencies

• Critical Thinking & Decision Making – Ability to act quickly on data.

• Time Management – Skilled at managing multiple priorities and fast-changing situations.

• Collaboration – Works effectively with operations, support teams, and leadership.

• Adaptability – Comfortable with change and shifting priorities.

• Proactive Mindset – Anticipates challenges and takes preventive actions.

Success Indicators

• Achieving daily/weekly service level targets.

• Effective intraday adjustments with minimal service disruption.

• High accuracy in reporting and adherence monitoring.

• Clear communication and timely updates to stakeholders.