WFM / RTA Analyst

Urgently hiring WFM / RTA Specialist

Candidates should have experience working in a Debt Collection process as a WFM / RTA

Location : KOLKATA

• Create and monitor agent schedules.
• Provide real-time scheduling and call flow support.
• Monitor real-time volume and respond to spikes in list or call volumes in relation to staffing levels, average customer wait time, and call abandon percentages.
• Respond to periods of low call volume in relation to high agent staffing using agreed upon measures such as interval exceptions or offline work
• Provide scheduled reporting, including hourly, daily, weekly, and monthly reporting, to ensure that Operations Management has the information necessary to make the appropriate business decisions regarding staffing, training, etc.
• Act as liaison between Call Center Operations and IT and outside vendors to call flow issues, call routing issues, reporting issues, and system issues in general according to the established escalation process.
• Act as interface between Call Center staff and Dialer.
• Monitor and maintain real-time adherence to ensure compliance with staffing capacities
• Coordinate IT and Analysts to ensure business goals are met with respect to staffing and performance.
• Load daily dialer list and ensure agreed upon dialer strategies are implemented.
• Produce on-demand reports as needed and assigned by workforce management lead and/or supervisor.
• Other duties as assigned
• Well versed with MS Excel functionalities such as Pivot table, V-look up, etc
• HIRING WFM / RTA EXECUTIVES IN KOLKATA 700088.

THIS POSITION IS ONLY FOR PEOPLE BASED OUT OF KOLKATA OR WILLING TO MOVE TO KOLKATA ON IMMEDIATE BASIS.

Candidates should have experience working in a Debt Collection process as a WFM / RTA

FRESHERS DO NOT APPLY.

CANDIDATES SHOULD BE WILLING TO WORK IN NIGHT SHIFT

Interested candidates can Email CV at hr1@bellovista.net