Real-Time Adherence (RTA) Monitor Chat & Email Operations | Fresher

Cognizant

0 years

0 - 3 Lacs

Bengaluru

Posted:8 months ago

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Job Description

Key Responsibilities

Monitor real-time performance for Chat and Email queues to ensure SLA targets are met.
Track agent adherence and ensure representatives remain available and active as per schedule.
Identify and address real-time issues such as:
Agents going out of adherence
Extended breaks or unscheduled time
Low availability affecting SLA
Proactively coordinate with agents to bring them back on track through clear and assertive communication.
Send regular real-time SLA and adherence reports to Team Leads and Managers.
Highlight risks early (SLA breaches, staffing gaps, backlog build-up) and recommend corrective actions.
Maintain and update daily trackers using Excel (adherence logs, SLA trends, productivity summaries).
Support managers during high-volume periods by providing accurate live updates and insights.

Skills Required

excel communication skills good communication in english vlookup advanced excel email writing

Work Mode

Work from Office

Job Type

Full Time

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