WFM RTA

Taskus

2 - 7 years

2 - 6 Lacs

gurugram

Posted:1 day ago| Platform:

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Skills Required

variance analysis resource management project management employee relations mis reporting forecasting rostering avaya cms workforce management real time analysis talent management workforce planning capacity planning vba recruitment mis rta wfm

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Overview:

Key Responsibilities:

Monitor real-time queues, agent statuses, and intraday performance metrics across multiple channels (voice, chat, email).
Manage schedule adherence, shrinkage, and workforce occupancy in real time.
Communicate and coordinate with operations for adjustments to breaks, meetings, and shift changes.
Update and maintain intraday reports and dashboards.
Identify trends or potential risks impacting Service Level Agreements (SLAs) and propose corrective actions.
Manage skilling and routing changes in workforce systems to optimize coverage.
Collaborate with forecasting and scheduling teams for intraday reforecasting.
Provide end-of-day performance summaries and variance analysis reports.

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