• Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels, staffing, and overall performance up to 2 weeks in the future • Identify issues and opportunities that require immediate attention and work closely with operations teams and other stakeholders to ensure effective and efficient service levels. • Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence • Set up and manage real-time alerts for deviations from established performance thresholds. Responds promptly to these alerts to mitigate any potential issues • Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times • Monitor and track agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels • Collaborate closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise • Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting • Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards • Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events • Act as an agent support specialist, advising and solving for day-to-day operational requests including but not limited to workforce management, technical support, payroll adjustments, and time off requests