Call Centre Operations Specialist

About the role

We are seeking a vigilant Call Centre Operations Specialist to monitor real‑time performance and ensure smooth day‑to‑day operations. You will track key metrics, make quick adjustments, and support the team in delivering high‑quality customer service.

Key responsibilities

• Live monitoring of call queues, agent availability, and system performance.
• Tracking important metrics such as wait times, dropped calls, and agent productivity.
• Taking immediate action to manage call‑volume spikes, adjust agent schedules, or respond to system alerts.
• Escalating technical issues or major service disruptions to IT or management promptly.
• Assisting in the creation of daily or intraday performance reports.
• Communicating operational updates and instructions clearly to team leaders and agents.

Required profile

• 1‑2+ years of experience in a call centre environment, preferably in customer service, real‑time monitoring, or operations support.
• Bachelor’s degree preferred, though relevant experience is highly valued.
• Willingness to work morning shifts with weekend rotations (alternate day off).

Required skills

• Strong understanding of call‑centre metrics (Service Level, AHT, Abandon Rate).
• Ability to make quick, sensible decisions under pressure.
• Comfortable using call‑centre software and Microsoft Excel.
• Excellent attention to detail, active listening, and communication abilities.

What we offer

• Opportunity to play a key role in delivering great customer service.
• Dynamic, supportive team environment.
• Competitive salary with growth potential.