Workforce Management Senior Associate/Team Lead

As a Workforce Management Senior Associate/Team Lead in Chennai/Noida, your role will involve Workforce Management-RTA. You are expected to have 3-8 years of work experience in Workforce Management, specifically in RTA Queue Monitoring. Your ability to communicate information professionally, both verbally and in writing, is crucial. Associates with Queue monitoring and Incident Management experience are preferred. Your key responsibilities will include: - Performing Real-Time Queue Monitoring and monitoring service levels for the lines of business - Creating a daily game plan to ensure the right people are in the right place at the right time - Ensuring daily Service Levels are met and conducting root cause analysis if they are not met - Monitoring and responding to calls in the attendance line/QR Code and entering exceptions into the scheduling system - Performing Real-Time SL Escalation Procedures and communicating performance indicators to internal and external customers - Monitoring and analyzing intelligence across multiple data systems including GWFM - Proactively communicating with business and stakeholders - Participating in job-related training programs and meetings to refresh and update knowledge - Working on Transformation initiatives and being flexible with night shifts in a 16/7 operation center environment Skills Required: - Queue Monitoring - Real-Time Analyst You will be working in the ITES/BPO/KPO industry and should have a Bachelor's Degree. This is a full-time, permanent position with a requirement to work rotational shifts, including after hours, weekends, and holidays. Additionally, you should be willing to work on Transformation initiatives and be flexible with night shifts. Job Code: GO/JC/162/2025 Recruiters: Ackshaya, Ajith Kumar, Anupriya Yugesh, Devikala D, Hemalatha, John Britto, Kamlesh Kumar, Kathiravan G, Kaveri C, Maheshwari Balasubramanian, Marilakshmi S, Mohanapriya S, Pooja Samani, Poornima J, Priya Srinivasan, Ramya V, Robin Roy Y, Sheena Rakesh, Sriram, Subhikshaa N, Supraja, Swathik Kumar, Saravanan P, Mithra Dayalan,