Professional 1, Workforce Management Gainwell Technologies

0.0 years

0 Lacs

bengaluru, karnataka, india

On-site

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.Your Role in Our MissionReal-time monitoring - Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify p...

Posted 3 weeks ago

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Workforce Management (RTA) Gainwell Technologies

0.0 years

0 Lacs

bengaluru, karnataka, india

On-site

Summary A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas. Your Role in Our Mission Real-time monitoring - Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to ...

Posted 1 month ago

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