Real-Time Monitoring Agent

Monitor live queues, agent status, and intraday performance across multiple channels (voice, chat, email, etc.) Identify variances from forecasted service levels and take corrective actions (e.g., reassigning agents, escalating issues) Track agent schedule adherence and coordinate with Team Leads/Supervisors on exceptions Communicate real-time alerts, performance trends, and action plans to stakeholders Collaborate with WFM, Operations, and IT to manage outages or unexpected spikes Support hourl