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RTA Supervisor

RTA Supervisor

Lumina Datamatics

1 - 4 years

3 - 6 Lacs

mumbai

Posted:3 weeks ago| Platform:

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Skills Required

service delivery supervisor team management event management verint advanced excel business continuity rta python wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Position/Job Title: RTA Supervisor

Key Requirements:

Manage a team of RTA analysts to ensure real-time service delivery and business continuity, including outage / event management and BAU KPIs (SL, AHT, Abandon, ASA)
Oversee agent schedule adherence and queue / skilling management using WFM tools (IEX, CXOne, Verint, Genesys, Aspect
Requires 4+ yrs. WFM experience (incl. 3+ yrs. team management), advanced Excel, exposure to Python/R, strong communication and ability to work in 24 7 rotational shifts

Qualifications:

Graduate

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