Executive & Senior Executive WFM (RTA)

Dear Applicants, Job description RTA is responsible for managing and ensuring that the service level agreements for various programs are met. Main Responsibilities: Manage the call volume, daily attendance and program break schedules to ensure the correct number of agents at the right time. Assist with creation if metrics and targets for services Responsibilities and scope of work Collect information for RTM Collect relevant program information about KPIs/ Productivity (Expectations) Collect information about What if Scenarios/Alert mechanisms/Escalation guideline for the account Queue management ( within the interval) Manage skills Situation management, BCP situations: Down me, System issues , etc. •Routing issues (Sitel/client side) •Volume allocation (Load balancing Sitel/client side) Intraday management ( throughout the day) • Planned to delivery governance (Service KP Is, Handling capacity, Shrinkage, Handle time, Line adherence) • Send Staffing Outlook for present day +1 day at the start of shi to share projected plan• Midday reforecast to share plan vs actual delivery and revised O/U (Over /Understaffing) based on trends and run rate Schedule Adherence (Agent level) Update shrinkage segments in WFM systems • Flagging agents out of adherence via Chat rooms/ extensions/radiosPhone/Email Reporting • Shrinkage reports Skill/Account level Interval report Agent level report RCA (RootCauseAnalysis) report Schedule adherence reports Feedback to Capacity Planning & scheduling Evaluate adherence and take immediate action to improve performance. Facilitates real-time discussions with necessary stakeholders. Responsible in processing the hourly, daily, weekly, monthly schedule adherence reports administers volume contingency action plans as deemed necessary and appropriate. assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position. Assist with creation if metrics and targets for services Work closely with the operations team to analyze and help improve their delivery processes Generate ideas for process and service improvement planning Use trends and reports to forecast requirements Assist with projects and other duties as requested or assigned Basic Qualifications At least college degree, any field Previous international call center experience required Attention to detail and high level of accuracy Knowledge and experience in queue management, forecasting and scheduling is advance Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail With working experience creating MS excel reports and templates Strong organizational skills and with good analytical skills Able to communicate professionally - oral and written Organized with the ability to quickly and effectively adapt to change Excellent attendance record Interested applicants can mail your resume to Lakshmi.Gopi@omegahms.com or contact @9901340050 ( Timing 12.00 Pm to 4 PM )