•Track agent adherence and availability status across CRM and workforce management dashboards, identifying and responding to off-phone or off-queue deviations that affect staffing coverage and queue health.
•Proactively escalate staffing shortfalls, unexpected volume spikes, or prolonged queue backlogs to Operations leadership and team leads, recommending intraday adjustments to recover service levels.
•Monitor real-time metrics including average handle time (AHT), average speed of answer (ASA), abandonment rate, service level percentage, and concurrent ticket volume, escalating anomalies with documented context.
•Manage break, lunch, and offline activity scheduling in real time to minimize service level impact while ensuring compliance with labor policy and agent welfare standards.

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