17:I[832,["6669","static/chunks/app/(Engagement)/similar-jobs/%5Bid%5D/page-8b9fded166c9e5ec.js"],"default"] 19:I[5878,["6669","static/chunks/app/(Engagement)/similar-jobs/%5Bid%5D/page-8b9fded166c9e5ec.js"],"Image"] 18:T57c,Job Description

Monitor real-time dashboard activity, including agent statuses (idle, busy, on-call), attendance (adherence), and SLA performance.
Ensure call center and desk collection teams meet daily targets such as call volume, issue resolution, or payment collection.
Identify issues like excessive idle time, high call queue volumes, or absenteeism in real time.
Provide recommendations or escalate to supervisors to resolve operational issues.
Collect real-time data and prepare periodic reports on agent productivity, adherence, and call metrics.
Collaborate with IT or technical teams to troubleshoot telephony, dialer, or CRM systems during outages.
System Account Creation and Management.

Requirements

Minimum education S1
At least 1-2 years of experience in call center operations, desk collection, or real-time monitoring.
Familiarity with real-time monitoring dashboards for call centers such as Genesys, Avaya, Cisco, or CRM tools.
Familiarity with Microsoft office (e.g Google Sheet , Excel , Word , Power point , etc)
Ability to analyze operational data (e.g., call metrics such as AHT, adherence, occupancy, SLA, etc.)
Capable of identifying and resolving technical or operational issues in real time.

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