Workforce Management Senior Associate/Team Lead

As a Workforce Management - RTA Senior Associate/Team Lead based in Chennai/Noida, your primary responsibility will be to monitor real-time queues and ensure service levels are met for the lines of business. Your role will involve creating a daily game plan to have the right people in the right place at the right time and performing real-time SL escalation procedures to advise internal and external customers on performance using color codes. Key Responsibilities: - Perform real-time queue monitoring and incident management, with a focus on RTA queue monitoring. - Monitor service levels daily and conduct root cause analysis if service levels are not met. - Respond to calls on the attendance line and enter exceptions into the scheduling system. - Analyze data across multiple systems, including GWFM, to make informed decisions. - Communicate effectively with business stakeholders and participate in training programs to enhance knowledge and skills. - Work in a 16/7 operation center environment, which includes after-hours, weekends, and holidays. - Be flexible with night shifts and participate in transformation initiatives after gaining end-to-end process knowledge. Qualifications Required: - 3-8 years of work experience in workforce management, specifically in RTA and queue monitoring. - Strong communication skills, both verbal and written, with the ability to convey information professionally and accurately. - Proactive attitude towards problem-solving and decision-making within established frameworks. - Bachelor's degree in a relevant field. - Prior experience in incident management and real-time analyst roles is preferred. Please note that the role may require working on rotational shifts and being adaptable to changing work requirements. If you are looking to join a dynamic team in the ITES/BPO/KPO industry and possess the necessary skills and experience, we encourage you to apply for this full-time, permanent position.,