About Firstsource:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. We specialize in helping customers stay ahead of the curve through transformational solutions that reimagine business processes, delivering increased efficiency, deeper insights, and superior outcomes.

As trusted brand custodians and long-term partners to over 100 leading brands, we have a presence in the US, UK, Philippines, India, and Mexico. Our 'rightshore' delivery model offers solutions covering the complete customer lifecycle across Healthcare, Telecommunications & Media, and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.

Job Description: Real-Time Monitoring Agent

Mission: The mission of the Real-Time Monitoring Agent is to ensure the seamless operation of the call center through constant monitoring of systems and interactions.

The RTA promptly identifies and addresses issues, provides accurate reports to stakeholders, and collaborates with relevant teams to maintain optimal service levels and customer satisfaction.

Responsibilities: Continuous Monitoring: Monitor systems and interactions in real-time to identify anomalies and potential issues. Conduct regular tests of systems and analyze service levels across all contact center touchpoints.

Data Analysis and Reporting: Analyze real-time data to assess call volumes, queues, and agent performance. Prepare accurate and timely reports on system performance, service levels, and agent adherence.

Staff Adherence Monitoring: Monitor staff adherence to schedules and performance targets. Provide feedback and coaching to agents to ensure operational standards are met.

System Testing and Monitoring: Conduct testing and monitoring of systems to identify and address technical issues promptly.

Qualifications: Education: High school diploma or equivalent; a bachelor's degree in a relevant field is a plus.

Skills: Strong analytical abilities and problem-solving skills.

Excellent verbal and written communication skills.

Proficiency with call center software and quality monitoring tools.

Ability to work flexible hours, including shift work.

General Working Conditions: Flexible working hours with shift work. Ability to handle pressure during peak times.