RTA Analyst (WFM)

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 thebroader WFM team• Have a real time communication with the WFM team and operations when call outs orchanges 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 notlimited to shrinkage, occupancy, other KPIs.• Build and maintain strong relationships with key stakeholders from all sites to ensureshared 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, reportingfrom 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 CommandCenter (i.e.; system downtime; overtime; home early; utilization; percent answered;etc.).• Knowledge of ACD and Call Center Workforce applications - preferred.• Strong oral and written communication skills.

• Proficient in Microsoft Office.
• Ability to multi-task, prioritize, 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

Qualification : Graduate / Diploma/10+2

Preferred candidate profile