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Monitor real time metrics (attendance & schedule adherence, average handle time- AHT, automatic call distribution- ACD- talk time, after call work- ACW) to ensure proper staffing levels and compliance with the accounts service level agreementsProvide real-time performance reports (aux activities, hold time, after call usage) and post mortem reports to Operations leaders in the established cadenceProactively communicate intraday challenges impacting service level agreements to Operation leaders in support required actionsSupport communication with team leaders and frontline team members .