Go Answer
CMS /Real Time Operations Specialist - Belmopan, Belize
Belmopan, Cayo
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hirly's read of this role
- Seniority
- Mid level
- Country
- BZ
- Work mode
- On-site / unstated
- First seen by hirly
- 1 Sept 2026
Derived automatically from the posting. Upload your resume above to see how the role scores against it.
the posting
POSITION SUMMARY
As a member of the CMS & Reporting Team, your role will be to proactively monitor the state of our contact center and information technology operations. This includes doing proactive analysis on performance of all operational channels which include telephone, chat, email and social media. Ensure key performance indicators are being maintained and identifying opportunities for improvement and prevent outages before they occur.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Daily partnership with team and partners on intraday Call Routing strategies, Enterprise Real-Time Adherence management and Enterprise Service Level achievement
Reviews daily operational status reports and provides tactical direction to achieve all KPI's
Provides Daily/Weekly/Monthly reports regarding Service Performance achievement
Maintains operational consistency
Monitors Enterprise Service Performance and allocates staff accordingly
Facilitates resolution of operational issues
Communicates operations/technical issues to Business owners
Responsible for daily system administration functions, particularly call routing and reporting technologies
Troubleshoots technology issues and reports on resolution
Serves as a liaison on call center technologies, particularly all contact center solutions
Assist in the maintenance of project plans for routing enhancements, reporting enhancements, workload centralization
Uses strategic call routing efficiencies to achieve aggressive Enterprise Service Level targets
Monitors deferred workload channels to ensure timely completion
Proactively communicating with our leadership, partner companies and other groups to ensure all stakeholders are aware of any SLA attainment risks
Work closely identify any staffing variances with the agent’s labor-force and coordinate remediation if applicable
Communicates daily strategies to all Service Center Operational Team.
Provides visibility into day to day business via reporting
Generates and distributes Real Time Reporting during pre-defined intervals throughout the day
Develop contingency plans for workload completion based on time of day and staffing allocations
Carries out contingency plans for workload completion based on time of day and staffing allocations
ARE YOU A GOOD FIT?
Minimum knowledge, skill and/or ability required to perform job functions:
Must be detail oriented with strong organization skill with the ability to manage, prioritize, and multi-task on multiple project work streams.
Ability to solve problems at a tactical and functional level, have excellent oral and written communication skills, a solid work ethic and unquestioned integrity.
Self-motivating, entrepreneurial spirit with the ability to be resourceful and take initiative.
Demonstrated critical thinking ability
Highly organized and adept at multitasking
Consistently high performance
Reliable attendance and schedule adherence
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