Real Time Operations Monitoring Staff

Job description

● Monitor agent and field staff activities in real time to ensure adherence to processes, scripts, and compliance standards. ● Track operational KPIs such as call volumes, queue status, collection performance, and conversion rates. ● Identify and escalate irregularities, performance gaps, or potential compliance risks immediately. ● Provide instant support and guidance to teams to resolve issues on the spot. ● Collaborate with supervisors and managers to optimize resource allocation and improve efficiency. ● Generate concise daily insights on floor performance to support decision-making. 1. Diploma/Bachelor’s degree in any field 2. Min. 1 year of experience in Contact Center, Telemarketing, or Collection Operations (fresh graduates with strong analytical skills may be considered). 3. Familiar with basic KPIs in telemarketing/collection. 4. Good analytical and problem-solving skills with strong attention to detail. 5. Ability to work with live dashboards, monitoring tools, and MS Office/Google Workspace. 6. Strong communication and coordination skills; able to escalate issues clearly and quickly. 7. Willing to work in shifts, including weekends/public holidays if required. -