Call Centre - Operations Specialist

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 like wait times, dropped calls, and agent productivity. Quick Adjustments: Take immediate action to manage call volume changes, agent schedules, or system alerts to meet targets. Issue Escalation: Promptly report any technical problems or major service disruptions to IT or management. Basic Reporting: Help create daily or intraday reports on call centre performance. Team Communication: Clearly communicate operational updates and instructions to team leaders and agents. Requirements What We're Looking For: Experience...