CMS /Real Time Operations Specialist - Belmopan, Belize
On-siteBelmopan, Cayo District, Belize
Job Summary
Monitor contact center operations across telephone, chat, email, and social media channels to ensure KPIs are maintained and prevent outages. Conduct daily partnership on intraday call routing strategies, adherence management, and service level achievement while reviewing status reports for tactical direction. Generate and distribute real-time reporting, troubleshoot technology issues, and facilitate resolution of operational problems. Communicate technical and SLA risks to business owners and leadership, coordinate staffing variances, and execute contingency plans based on time of day and allocations. Maintain operational consistency through daily system administration functions for call routing and reporting technologies.
Required Qualifications
- Detail oriented
- Strong organization skill
- Ability to manage, prioritize, and multi-task on multiple project work streams
- Ability to solve problems at a tactical and functional level
- Excellent oral and written communication skills
- Solid work ethic
- Unquestioned integrity
- Self-motivating
- Entrepreneurial spirit
- Ability to be resourceful and take initiative
- Demonstrated critical thinking ability
- Highly organized
- Adept at multitasking
- Consistently high performance
- Reliable attendance
- Schedule adherence
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