.Join our CP360 Family, today- From Maple Leaf to Monterrey: Proudly Monterrey, Uniquely Canadian.- Join Our Canadian-Inspired Team in Monterrey: Embrace Excellence Together!**Who We Are**:- Welcome to ContactPoint 360, the world's fastest-growing global BPO.At our roots, we are a Canadian privately-owned family company where entrepreneurial spirit and cherished family values come together.- With 8 years of remarkable growth, our team has expanded to over 3500+ passionate and successful individuals across Canada, the US, Colombia, Mexico, Jamaica, India, Greece and the Philippines.Our achievements are grounded in an award-winning culture that fosters innovation and empowers every team member, earning us global recognition as a certified Great Place to Work.At ContactPoint 360 Inc., we deeply understand the meaning of family and values.As a family-owned company, we cherish a sense of unity and support that extends beyond the workplace.Our commitment to hiring the best talent is driven by our belief in the importance of family-like bonds within the organization.- We empower forward-thinkers and value our team. Together, we enhance interactions, build strong connections, and constantly innovate to deliver exceptional people and customer experiences, putting the human experience first.**Our Purpose**:- Is to create the best human experience, ensuring the highest client satisfaction, and transforming clients' customers into loyal advocates for life.**Real-Time Monitoring**:- Monitor real-time contact center activities, including incoming call volumes, agent availability, service level metrics, and other key performance indicators (KPIs) using real-time monitoring tools and reports to keep track of the current state of operations.-Adherence Management: Ensure that agents adhere to their assigned schedules, breaks, and other activities according to the predetermined workforce management plan. Monitor agent login and logout times, track adherence to schedules, and address any deviations promptly. Communicate with team leaders to resolve adherence issues and maintain optimal staffing levels.-Service Level Management: Responsible for monitoring and managing service level performance. Ensure that the contact center is meeting its service level targets, such as average speed of answer (ASA), response time, or abandonment rate. If service levels are at risk of not being met, take immediate action to adjust staffing such as canceling offline activities, requesting for recovered hours and additional support for supervisors.-Escalation Handling: In situations like unexpected spikes in contact volume occur or when service level targets are at risk, take appropriate actions to address the situation. If required, escalate issues to supervisors or managers and initiate emergency protocols to mitigate the impact and restore optimal service levels