Real Time Analyst

Job Description

Tech Mahindra is hiring RTA!! Location- Pune Position Summary Responsible for real-time and/or intraday management of resources to ensure the correct number of agents at the right times are in their seats to answer forecasted volume of contacts at the desired service level. Will be responsible for various reporting done by the RT team. Shrinkage management and hours delivery against scheduled hours and disaster management. Experience 1 year as RTA in WFM Role Responsibility Optimum utilization of Resources. Improve Staffing Efficiency. Drives efficiencies & Operations performance Metrics Break Management & staffing accountability Monitor deviation in forecasted service levels to actual real time & recommend /take necessary steps to reduce the gap. Effective delivery of planned shrinkages. Providing unplanned shrinkages on a real time basis depending on the availability, without a loss to agreed Service Levels at the close of day or as defined Reporting of necessary data & observations on a real time basis. Scheduled vs delivered hours.