Real-Time Contact Center Performance Strategist

Collinson; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A global travel experience company is looking for a Real-Time Performance Specialist to enhance their contact centre operations. The role involves monitoring real-time metrics and making quick data-driven decisions to ensure optimal service levels. Candidates should possess strong analytical skills and have experience in contact centre environments. This full-time position offers an opportunity to contribute to the company’s growth while ensuring excellent customer engagement.

Qualifications

• Strong analytical and problem-solving skills with the ability to make quick effective decisions under pressure.
• Excellent communication and interpersonal skills for engaging with agents and stakeholders.
• Proficiency in workforce management systems like NICE, Verint, or Calabrio.
• Previous experience in a call or contact centre environment is preferred.
• Ability to interpret and act on real-time data dashboards.

Responsibilities

• Monitor real-time call volumes and agent performance.
• Take immediate corrective action to maintain service levels.
• Lead Operational Intraday meetings to review performance.
• Communicate effectively with team leaders and agents.
• Support schedule optimization by highlighting trends in agent behavior.

Skills

Strong analytical skills

Excellent communication

Proficiency in workforce management systems

Attention to detail

Experience in call/contact centre

Stakeholder management

Job description

A global travel experience company is looking for a Real-Time Performance Specialist to enhance their contact centre operations. The role involves monitoring real-time metrics and making quick data-driven decisions to ensure optimal service levels. Candidates should possess strong analytical skills and have experience in contact centre environments. This full-time position offers an opportunity to contribute to the company’s growth while ensuring excellent customer engagement.