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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RTA A2 EXL

0.0 years

0 Lacs

pune, maharashtra, india

On-site

Monitor Service Level (SL): Continuously track the percentage of calls answered within the target time (e.g., 80% of calls answered in 20 seconds). This is their most critical metric. Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and the Call Abandonment Rate. They receive automated alerts when any of these KPIs deviate from the acceptable range. Agent State Monitoring: Actively monitor individual agent statuses (e.g., Logged In, Available, On Call, Break, Lunch, After Call Work). Adherence and Shrinkage Management Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their scheduled work states (e.g., they are logged in when scheduled and return fro...

Posted 2 weeks ago

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