Hiring - RTA - Analyst - MNC - Gurugram

4 - 9 years

3 - 6 Lacs

Posted:4 days ago| Platform: Naukri logo

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Work Mode

Work from Office

Job Type

Full Time

Job Description

Key Responsibilities

  • Real-time monitoring of

    call volumes, queues, agent adherence, and SLAs

    .
  • Execute

    intraday management

    to optimize staffing vs demand.
  • Manage

    shrinkage, absenteeism, and schedule deviations

    in real time.
  • Identify risks to performance metrics and take

    proactive corrective actions

    .
  • Communicate real-time performance updates to

    operations & leadership teams

    .
  • Coordinate with

    capacity planners, schedulers, and ops managers

    .
  • Execute

    call-out plans and OT management

    based on workload.
  • Publish

    hourly performance dashboards and reports

    .
  • Support

    business continuity and crisis management

    during volume spikes.
  • Ensure compliance with

    SOPs, SLAs, and client KPIs

    .

Technical Skills (Mandatory)

  • Hands-on experience in

    WFM Real-Time Management (RTA)

  • Expertise in

    SLA, AHT, Shrinkage, Occupancy, Adherence, and Forecast vs Actual

  • Experience with

    WFM tools like NICE IEX / Verint / Aspect / Genesys

  • Strong knowledge of

    Excel / Google Sheets

  • Good understanding of

    contact center metrics & queue theory

Kriti Madan

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