LoadUp

Operations

• Monitor real-time call queues, agent states, and workload distribution to maintain SLA targets across Sales, Support, and Fulfillment.
• Identify call volume trends, spikes, or backlogs and take proactive action to mitigate service impact.
• Make real-time staffing adjustments, including break management, shift changes, and agent reassignments.
• Track schedule adherence, occupancy, and utilization, flagging risks or gaps to leadership.
• Generate and distribute daily and weekly workforce and performance reports.
• Partner closely with CX leadership and team leads to support daily workforce management needs.
• Support onboarding by helping new agents understand schedules, adherence expectations, and queue workflows.

Real-Time Operations Specialist