* Responsible for real time monitoring, reporting, analysis, tracking, documenting and communicating agent activity on multiple lines of business through phone, chat or email.
* Ensuring adherence to schedules and raising alerts in a timely manner in case of deviations as per laid out guidelines.
* Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.
* Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.
* Recommend procedural...