As a Real-Time Management Specialist, you will play a pivotal role in ensuring operational efficiency and service excellence within a dynamic environment, or any other real-time operational setting. Your primary responsibility will be to monitor and manage real-time activities, resources, and performance metrics to optimize service delivery and achieve organizational objectives.
At Conectys, we’re turning the page from Business Process Outsourcing to Business Transformation Outsourcing. The result: elastic, lightning-fast and cost-efficient CX, Trust & Safety compliance, Data Annotation & Labeling, and Content Moderation. Business transformation goes beyond adding headcount in outsourcing with our four‑talent engine that is designed to transform business operations in a more agile, intelligent and cutting‑edge way. Conectys is human expertise and native technology, working in seamless harmony and driving business growth
Within your role, you will be responsible for:
- Real-Time Monitoring: Monitor key metrics such as call volume, queues, agent availability, and service levels to quickly identify and address operational issues.
- Resource Allocation: Adjust staffing, schedules, breaks, and task assignments in real time to meet demand and maintain service performance.
- Queue Management: Optimize queue performance by managing routing, priorities, and resource allocation to reduce wait times and improve customer experience.
- Performance Analysis: Analyze real-time data, identify trends and gaps, and provide actionable insights through reports and dashboards.
- Adherence Management: Track schedule adherence and performance standards, addressing deviations through coaching and corrective actions when needed.
- Communication & Coordination: Collaborate with supervisors, agents, and stakeholders, providing timely updates on performance, issues, and escalations.
- Forecasting Support: Support forecasting and workforce planning activities by analyzing demand patterns and staffing requirements.
- Incident Management: Coordinate response efforts during service disruptions, implementing contingency plans to minimize operational impact.
- Technology Utilization: Use workforce management and monitoring tools to improve efficiency, automation, and decision-making.
- Continuous Improvement: Identify and implement process improvements, best practices, and operational efficiencies to enhance performance.
What will make you successful for the role:
- A C1 level of English proficiency (both written & spoken);
- Previous similar experience is a strong plus
- Advanced MS Excel skills
- Curiosity, always looking for solutions
- Attention to detail and “willing-to-help” attitude;
- Excellent computer skills;
- Ability to work under pressure
Sounds good? Find out what you can get:
- Competitive salary package & meal vouchers;
- The opportunity to work in a multi-cultural environment;
- The opportunity to work from a modern office / work from home possibilities (hybrid);
- Private health insurance;
- Learning programs for your development.
We take pride in our approach to diversity, as we believe it adds value to every organization and enriches each of our lives. We are committed to the fair treatment of our staff, regardless of race, gender, religion, sexual orientation, responsibility for dependents, age, physical/mental disability, or background.