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RTA Executive ( 6 Days Working) at Chennai

RTA Executive ( 6 Days Working) at Chennai

Teleperformance (TP)

1 - 3 years

3 - 5 Lacs

Chennai

Posted:1 week ago| Platform:

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Skills Required

RTA WFM Real Time Analysis Verint

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Title: WFM RTA Location: Bangalore Job Summary: The Workforce Management Real-Time Analyst (WFM RTA) is responsible for monitoring and managing real-time adherence to schedules, ensuring optimal service levels, and addressing any immediate issues that arise in the contact centre. The RTA plays a crucial role in maintaining the efficiency and effectiveness of the workforce. Key Responsibilities: Real-Time Monitoring: Continuously monitor call queues, agent statuses, and service levels. Identify and address any deviations from the schedule promptly. Shrinkage, Attrition and AHT Calulation Adherence Management: Ensure agents adhere to their schedules, including breaks and shift start/end times. Communicate with agents and supervisors to resolve adherence issues. Incident Management: Respond to real-time incidents such as system outages, high call volumes, and agent absences. Implement contingency plans to mitigate the impact on service levels. Data Analysis and Reporting: Analyze real-time data to identify trends and areas for improvement. Generate and distribute reports on adherence, service levels, and other key metrics. Communication: Maintain clear and effective communication with agents, supervisors, and management. Provide real-time updates and guidance to ensure smooth operations. Qualifications: Bachelor's degree in Business, Management, or a related field. Experience in a contact center environment, preferably in a workforce management role. Proficiency with workforce management software (e.g., Verint, NICE, Aspect). Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work in a fast-paced, high-pressure environment. Working Conditions: This role may require working in shifts, including nights and weekends, to ensure 24/7 coverage.

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Teleperformance (TP)

www.teleperformance.com

Business Process Outsourcing (BPO)

Paris

410,000+ Employees

944 Jobs

Key People

Daniel Julien

Chairman and Chief Executive Officer
Jean-Michel Caye

Chief Financial Officer
Duncan Wardle

Chief Innovation Officer
Corinne Tournier

Chief Human Resources Officer

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RTA Executive ( 6 Days Working) at Chennai

Experience & Salary

Skills Required

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RTA Executive ( 6 Days Working) at Chennai

Experience & Salary

Skills Required

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