Careers at Solvo Global

What You'll Do

• Monitor real-time performance and contact center KPIs.
• Manage service levels and workforce allocation throughout the day.
• Identify operational risks and provide immediate solutions.
• Adjust staffing plans to meet changing business demands.
• Generate performance reports and analyze trends.
• Collaborate with operations leaders to drive efficiency and SLA compliance.
• Escalate critical issues and support business continuity.

What We're Looking For

• Experience as a Real-Time Analyst (RTA), Workforce Management Analyst, or similar role.
• Strong analytical and problem-solving skills.
• Knowledge of contact center metrics, service levels, and workforce management practices.
• Experience with tools such as NICE, Verint, IEX, or similar WFM platforms.
• Excellent communication and stakeholder management skills.
• Ability to thrive in a fast-paced, data-driven environment.

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We're Looking For Someone Who:

• Leads by example
• Loves solving challenges
• Motivates & develops teams
• Delivers exceptional customer service
• Thrives in fast-paced environments
• Brings energy, integrity & professionalism

Key Responsibilities

• Lead & coach 12-18 Customer Service Professionals
• Drive team performance & exceed goals
• Ensure outstanding customer experiences
• Partner with QA, Training & Recruitment teams
• Monitor KPIs, quality & operational excellence
• Foster engagement, accountability & team success

Qualifications

• At least 3 years of Leadership experience in Contact Center/Customer Service
• Strong communication & coaching skills
• Results-driven with great problem-solving abilities
• Strong organizational & time management skills
• Ability to thrive in high-performance environments

Why Join Us?

• Grow your leadership career
• Work with a prestigious brand partner
• Make a real impact every day
• Lead a high-performing team