Real-Time Monitoring and Intervention

• Continuously monitor real-time dashboards (queue depth, SL, ASA, abandon rate, agent state, adherence) across all in-scope queues and channels.
• Execute pre-agreed trigger-based actions (e.g., moving agents from a balancing queue to a priority queue) according to documented playbooks and RACI-defined decision rights.
• Flag and escalate deviations exceeding defined thresholds (e.g., SL breach, forecast variance, coverage gaps) to the WFM Manager.
• Monitor real-time adherence (RTA) and AUX usage, flagging non-compliant agents for supervisor follow-up.
• Participate in the scheduled staffing/performance review calls (every 2 hours during peak, every 4 hours standard) with vendor counterparts.
• Support intraday reforecasting by comparing actual vs. forecasted volume and recommending adjustments to the remainder of the day’s plan.
• Maintain real-time incident/escalation logs to support root cause analysis and daily reporting.

Genesys Cloud CX Real-Time Management

• Dashboards and views: Use Genesys Performance views, queue and agent dashboards, and wallboards to track live performance by queue, channel, skill, and vendor.
• Alerting: Monitor Genesys alerts and threshold rules for SL, ASA, abandon rate, and queue depth, and recommend threshold changes to the Workforce Manager when they no longer reflect Client targets.
• Adherence: Use Genesys WEM intraday monitoring and real-time adherence views to track agent states, AUX codes, and exceptions against the published schedule.
• Reallocation: Carry out approved queue, skill, or utilisation changes in Genesys within RACI-defined decision rights, and log every change made.
• Intraday data: Compare Genesys forecast and actual intervals to identify volume and AHT variance and support intraday reforecasting.

Multi-Vendor Coordination

• Provide a single, consistent real-time view of performance across all vendors, so that issues are spotted and acted on the same way regardless of vendor.
• Apply the same trigger-based actions, thresholds, and AUX standards to every vendor in line with the WFM as a Service playbooks.
• Request and follow up on actions from vendor real-time and supervisor teams, tracking response times and escalating where agreed actions are not taken.
• Coordinate cross-vendor responses during peaks, outages, or major incidents so that workload is balanced and Client targets are protected.

Intraday Schedule Support

• Carry out regular health checks of intraday schedules and re-optimise breaks, lunches, and off-phone activities in coordination with the Workforce Scheduler.
• Update schedules to reflect approved exceptions in line with established adherence protocols.
• Act as the point of contact for Team Leaders on schedule adherence protocols, giving guidance and resolving related matters as they arise.

Reporting and Continuous Improvement

• Track and report daily performance, including service level, adherence, AUX usage, and interval variance by vendor.
• Track and report system outages, escalations, and technical failures to the appropriate stakeholders in a timely and accurate manner.
• Give the Workforce Manager and account leadership visibility of any variance that could affect Client targets.
• Identify improvements to playbooks, thresholds, and trigger actions through analysis of incident logs and emerging trends.
• Perform other duties as assigned.

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