RTA Analyst

Hello,

Hiring for WFM RTA Role Gurgaon.

Note : No work from Home

No Hybrid

Immediate Joiners

IC Role.

Mandatory exp in WFM RTA

MIS Candidates not eligible.

Designation:

Analyst RTA

Job Description:

Role and Key Responsibilities:

• Intraday real time monitoring of service levels for all queues at all sites 24/7/365
• Real time monitoring of associates performance from all teams at all sites
• Real Time updates on Service Levels, Contact data, and other KPIs
• Drive real-time impacts to staffing for both internal and outsourced teams vs.

requirements metric goals

• Communicate and call out changes to incoming contact patterns to operations and the

broader WFM team

• Have a real time communication with the WFM team and operations when call outs or

changes need to be done (Agent States, queue conditions, weather)

• Support changes within routing profiles to move associates as needed
• Update and send reports related to the performance of each site including but not

limited to shrinkage, occupancy, other KPIs.

• Build and maintain strong relationships with key stakeholders from all sites to ensure

shared objectives are met

• Review and process VTO/PTO/OT/Non-Prod time requests in real-time

Key Skills and knowledge :

• Proficiency in written and verbal communication English (minimum B2 level)
• Experience in Workforce Scheduling tools. (Admin, setup, use, updates, edits, reporting

from RTA perspective) would be added advantage.

• Avaya ACD and other ACD platforms to support a multi-channel Environment

(Voice/Chat/Email/SMS)

• 1+ years Workforce Experience (RTA or greater).
• Basic knowledge of the call centre industry.
• Basic understanding of the financial impact of all decisions made within the Command

Center (i.e.; system downtime; overtime; home early; utilization; percent answered;

etc.).

• Knowledge of ACD and Call Centre Workforce applications - preferred.
• Strong oral and written communication skills.
• Proficient in Microsoft Office.
• Ability to multitask, prioritise, and meet timelines of deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• High attention to detail, sense of professionalism and ability to develop relationships

Interested candidates, please share your CV on WhatsApp on 88559 61728 (NO CALLS PLEASE)

Share CV along with details below.

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