Real Time Operations Specialist – CMS

About the role

As a member of the CMS & Reporting Team, you will proactively monitor the state of our contact centre and IT operations, analysing performance across telephone, chat, email and social media channels. You will ensure key performance indicators are maintained, identify improvement opportunities and prevent outages before they occur.

Key responsibilities

• Partner daily with team and partners on intraday call routing strategies, real‑time adherence management and service‑level achievement.
• Review daily operational status reports and provide tactical direction to meet all KPIs.
• Produce daily, weekly and monthly service performance reports.
• Maintain operational consistency and allocate staff based on enterprise service performance.
• Facilitate resolution of operational and technical issues, communicating them to business owners.
• Perform system administration functions, especially call routing and reporting technologies.
• Troubleshoot technology issues and document resolutions.
• Serve as liaison for all contact‑center solutions and support routing and reporting enhancements.
• Generate real‑time reporting at predefined intervals throughout the day.
• Develop and execute contingency plans for workload completion based on staffing and time of day.

Required profile

• Detail‑oriented with strong organizational skills and ability to manage multiple project work streams.
• Excellent oral and written communication, solid work ethic and unquestioned integrity.
• Self‑motivating, entrepreneurial spirit with resourcefulness and initiative.
• Demonstrated critical‑thinking ability and consistently high performance.
• Highly organized, adept at multitasking, reliable attendance and schedule adherence.