Real Time Operation Specialist

Assistant Manager, Contact Center Performance Management

The Real Time Operation Specialist is responsible for supporting and managing the Contact Center Management infrastructure to ensure smooth execution of call routing and effective monitoring of operational performance. The role involves analyzing operational data, identifying trends, and recommending improvements to enhance efficiency and productivity. It also contributes to high-volume decision-making across all airlines and supports talent development by offering growth opportunities for high-performing staff.

• Monitoring and managing real-time operations: Oversee day-to-day operational activities in real time to ensure compliance with established procedures.
• Troubleshooting and issue resolution: Quickly identify and resolve operational disruptions, implement corrective actions, and escalate issues when necessary.
• Stakeholder coordination: Collaborate with internal teams to facilitate communication, strengthen alignment, and resolve operational conflicts.
• Data analysis and insights: Analyze operational data to identify patterns, trends, and areas for improvement, providing recommendations to boost efficiency.
• Process implementation and optimization: Implement and refine operational processes to enhance productivity and reduce risks.
• Training and mentoring: Guide and support team members, ensuring they have the necessary knowledge and skills to perform effectively.
• Continuous improvement: Proactively identify improvement opportunities and introduce innovative strategies to elevate performance.
• Any ad hoc tasks as and when needed as per business unit’s requirements.

Degree in a related field and/or a minimum of 3 years’ relevant working experience

• Prior experience in a real-time operations role, such as coordinator or analyst, is preferred.
• Familiarity with the organization’s industry or sector.
• Mandatory knowledge of Contact Center CRM systems.
• Proficiency in Microsoft Word, Excel, PowerPoint, and CRM platforms.
• Strong decision-making and analytical skills.
• Ability to conduct training using presentations, videos, and hands-on exercises

1. Adaptability: Able to adjust plans rapidly in dynamic and challenging environments.
2. Problem-solving: Skilled in resolving issues promptly with logical and effective solutions.
3. Attention to detail: Ensures accuracy and minimizes errors.
4. Time management: Efficiently manages timelines and responds swiftly to urgent matters.
5. Communication: Able to convey information clearly for effective coordination and collaboration.
6. Stress management: Maintains composure under pressure to make sound decisions.
7. Teamwork: Works collaboratively to support efficient operations.
8. Versatile: Ability to work independently and as when needed as will accommodate on Contact Center environment of 24/7