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RTA A2 EXL Talent Acquisition Team

2.0 - 6.0 years

0 Lacs

pune, all india

On-site

As a Real-Time Manager, your primary role is to monitor service level metrics such as the percentage of calls answered within the target time and track key metrics like real-time queues, Average Speed of Answer (ASA), and Call Abandonment Rate. You will receive automated alerts when any of these KPIs deviate from the acceptable range. Your responsibilities include actively monitoring individual agent statuses, ensuring schedule adherence, addressing deviations from the schedule, managing unscheduled absence, and making tactical adjustments when necessary. Key Responsibilities: - Continuously track the percentage of calls answered within the target time and monitor key metrics like real-time ...

Posted 1 week ago

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