• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels and staffing • Identify issues and opportunities that require immediate attention • Work closely with operations teams and other stakeholders to ensure effective and efficient service levels • Continuously monitor real-time contact center metrics • Set up and manage real-time alerts for deviations from established performance thresholds • Allocate resources such as agents and queues dynamically • Monitor and track agent adherence to schedules • Collaborate closely with contact center supervisors and leaders • Maintain detailed records of real-time actions taken • Participate in ongoing process improvement initiatives • Field Service Request handling, including PTO • Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals • Analyze historical and current data to make short-term adjustments to forecasting models • Act as an agent support specialist for operational requests • Troubleshoot basic software failures