As a Real Time Analyst (RTA) in our Workforce Management Team, you will be responsible for monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. Your role will involve driving real-time management performance for In-house contact centers and Vendors, as well as overseeing skilling and priority changes. You will be expected to constantly monitor, track, communicate, and document real-time floor activities to ensure adherence to defined processes. In this position, you will play a key role in approving and plotting real-time schedule exceptions, creating accurate intraday reports, and developing contingency plans for unexpected events. Your ability to conduct root cause analysis and provide operational actions will be crucial in maintaining operational efficiency. Additionally, you will be responsible for publishing intraday reports, attendance tracking, recommending overtime requirements, and fulfilling ad-hoc data analysis requests. To be successful in this role, you should have a minimum of 18 months of experience in a similar position with excellent written and verbal communication skills. Strong interpersonal skills are essential for facilitating cross-geographic interaction, and proficiency in using MS Office applications, Google Sheets, and WFM tools is required. Experience working with Genesys Purecloud will be considered an added benefit, along with possessing good analytical skills and business acumen. The minimum education requirements for this position are an Undergraduate diploma or HSC pass (10+2). If you are someone who thrives in a fast-paced, dynamic environment and has a passion for optimizing real-time performance, we welcome you to apply for this exciting opportunity.,

The Sr. Soft Skill Trainer - Customer Service position at Let The Trend in Pune is a full-time on-site role that entails conducting training sessions to enhance communication skills and develop life skills among customer service representatives. As a Sr. Soft Skill Trainer, you will be responsible for implementing training programs and strategies aimed at improving customer interactions and overall service quality. Your role will involve working closely with teams to deliver tailored solutions that meet the unique needs of each client. To excel in this role, you should possess strong presentation skills, communication skills, and interpersonal skills. Experience in training & development, soft skills, and conducting training sessions to enhance life skills is essential. Demonstrated ability to develop and implement effective training programs, along with excellent organizational and time management skills, will be key to succeeding in this position. Holding relevant certification or training in soft skill training would be considered a plus. If you are passionate about empowering individuals with cutting-edge digital solutions and driving growth for businesses through enhanced customer service, this role at Let The Trend Media could be the perfect opportunity for you to make a meaningful impact.,