Executive Wfm- Rta

1 week ago

Indira Nagar Nashik Maharashtra, India WNS Full time

Roles & responsibilities
- The Real Time Analyst is responsible for monitoring the effectiveness of the forecast and the execution of the scheduling plan.
- Should be well versed with Basic excel & formulas *
- Should be comfortable working in 24/7 rotating environment.
- Maintain communication channels regarding events that impact call volumes.
- Knowledge of - LA, SL, AHT, IOS, OOS.
- Analyze variances in the projected call volume and staffing real time to determine when or if corrective action must be taken.
- Identifies and investigates opportunities to balance workload and resources intra-day and communicates appropriately with managers/supervisor and/or directly with the associates.
- Maintains and modifies associate scheduled events and activities as per requirement
- Manage proactive approval and denial of discretionary activities; such as vacations, training, meetings, 1:1 sessions, etc.
- Collects daily unplanned exceptions (call outs, late comings) and administers those updates into the workforce management system.
- Monitors productivity metrics and schedules to ensure adequate staffing in coordination with training, meetings, 1:1 sessions, breaks/lunches, etc
- Analyze call volume patterns to manage work shifts, lunches and breaks.
- Maintain daily event log of any systemic or operation issues impacting regional performance.
- Ability to manage allocated tasks and perform them with little supervision.
- Should have knowledge on WFM activities & role in an Organization Requirement
- **Min one experience in RTA on paper.**

Pay: ₹300,000.00 - ₹350,000.00 per year

**Benefits**:

- Health insurance
- Life insurance
- Provident Fund

Schedule:

- Night shift
- Rotational shift

Supplemental Pay:

- Performance bonus
- Shift allowance

**Experience**:

- relevant work: 1 year (required)

Work Location: In person

Application Deadline: 15/11/2024
Expected Start Date: 11/11/2024

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