WFM RTA Enrich And Enlight Business Consulting

2.0 - 4.0 years

0 - 3 Lacs

mumbai

Work from Office

Job description We have a vacancy with below details, Role : WFM RTA Experience -2-4 Notice Period : Immediate Joiners Interview Mode : virtual Work Mode :WF0 shift time :5.30 pm to 2.30 am Role & responsibilities 2+ years of RTA Experience with hands-on experience of IEX and CXOne. • Oversee all real-time WFM activities to ensure operational and client goals are met • Implement analysis and reporting via WFM tools available • Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team. • Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met. • Reporting of information such as call volumes, SL and abandon rates as and when required by the business. • Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage. • Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook. • Complete understanding of overall operational activities including phone, email, chat, community, and social media support. • Clear communication skills to manage client and stakeholder conversations. • Team player as well as a skilled individual contributor. • Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

Posted 2 weeks ago

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