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Home
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Jobs in Gurgaon
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Taskus
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Real Time Analyst

Real Time Analyst

Taskus

2 - 7 years

4 - 6 Lacs

Gurgaon Haryana India

Posted:3 days ago| Platform: Foundit logo

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Skills Required

WFM leadership Real time queue monitoring Line adherence dynamics IEX Tool

Work Mode

On-site

Job Type

Full Time

Job Description

Workforce Real time analyst ( RTA ) -:

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure

our employees are top notch. Now, we need your full concentration because its time to imagine what

It's like being a WFM RTA.

So what does a RTA really do Think of yourself as someone who will help the program and operating

leaders to ensure that account health is maintained consistently both from hygiene and SLA standpoint.

We make sure we get the best of the best, after all, we are a ridiculously good company so we make sure

our employees are top notch. Now, we need your full concentration because its time to imagine what

its like being a RTA , at TaskUs an WFM RTA:

Would act as the first point of contact for all service related escalations occurring on account of issues such as call routing, technical outage, unscheduled absences , unscheduled breaks etc.
Would constantly monitor, track, document and communicate real time floor activities in terms of adherence to process defined AUX/ ACW/ BREAKS & SHIFTS.
Would ensure availability of analysts on phones/chats as per the business model requirement.
Would be responsible for Real time queue monitoring (RTQM)
Would be responsible for sending Intraday reporting (Hourly Interval Reports, Productivity Reports)
Will have to manage client Interaction.
Provide perspective (knowledge of trends and total demand) to WFM leadership, Client, and Ops Leadership
Assist in detailing and documenting performance impacts to WFM leadership
Providing accurate and timely information and consultation to Team in support of WFM as required
Understanding the baseline forecast
Understanding the dynamic trend data and its application to forecasts
Understanding the application of business and functional initiatives and its application to forecasts
Understanding the supply and demand alignment.
Understanding the break-shift adherence
Should know what Line adherence dynamics means and IEX Tool Specially.

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