Real Time Performance Manager

4 weeks ago


Pune, Maharashtra, India Etraveli Group Full time
About Etraveli Group

We are a globally leading company for tech solutions and fulfillment capabilities, specializing in online sales of flights. Our mission is to simplify complexity by connecting millions of flights and travelers worldwide.

With consumer online travel agency brands like Mytrip, GoToGate & Flight Network under our umbrella, we serve Booking.com with flights. We have established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Job Description

This role involves monitoring queue level performance and reporting any significant variations from volume forecast, AHT assumptions, and shrinkage factors to Operations and WFM leadership. You will drive real-time management performance for In-house contact centers and Vendors.

  • Monitor and track real-time floor activities, ensuring adherence to defined processes.
  • Approve and plot real-time schedule exceptions and create accurate, timely, and relevant intraday reports.
  • Simulate different scenarios, develop contingency plans for unexpected events, and invoke those plans when required.
  • Conduct root cause analysis and provide operational actions.
Key Responsibilities
  • Publish intraday reports and attendance at regular intervals.
  • Recommend overtime requirements.
  • Provide ad-hoc data and analysis requests and regular reporting.
  • Work extensively on worksheets.
Requirements
  • Excellent written and verbal communication skills.
  • Strong interpersonal skills to facilitate cross-geographic interaction.
  • Proficient in using MS Office applications (MS-word, Excel) & Google Sheets.
  • Good analytical skills.
  • Knowledge of WFM tools required. Experience of working on Genesys.
  • Purecloud will be an added benefit.
  • Possesses good business acumen.
Education Requirements

Minimum undergraduate qualification - Diploma / HSC pass (10+2)



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