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Sr Associate WFM RTA

3 - 5 years

Pune

Posted:11 hours ago

Job Description

Role & responsibilities:

  • Realtime queue management
  • Should be able to manage multiple queues at the same time
  • Process Break and Aux Management
  • Coordination with Other Functions and Client team for sessions and initiative management
  • Understanding of Service level & Abandonment
  • Understanding of KPIs impacting SL and Abandonment percentage,
  • Publishing Hourly reports(Shrinkage, login hours, service level etc.)
  • Understanding of AHT and its components (Talk time, hold time, wrap time etc.)

Preferred candidate profile

  • Very good English communication skills
  • Good grasp on MS Excel.
  • Strong learning skills
  • Strong analytical and logical skills
  • Strong Coordination and communication skill

Skills Required

VBA RTA VLOOKUP VBA Excel Macros Excel Pivot table SR

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Job Type

Full Time

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