Call Centre - Operations Specialist

Tkxel is a leading software‑development company located in Reston, Virginia. We are committed to developing innovative software solutions for leading enterprises worldwide, helping them grow their businesses using the latest technology solutions.

Job Description

Role Summary:

We are looking for a vigilant Call Centre Operations Specialist to monitor our real‑time performance. You will track key metrics, ensure smooth operations, and make quick adjustments to maintain service levels. This role is vital for keeping our call centre running efficiently and effectively.

Key Responsibilities:

• Live Monitoring: Watch call queues, agent availability, and system performance in real‑time.
• Performance Tracking: Keep an eye on important metrics such as wait times, dropped calls, and agent productivity.
• Quick Adjustments: Take immediate action to manage call volume changes, agent sched...