Real Time Monitoring Agent-wfm

4 days ago


Gurugram Haryana, India OnlineInfatuation Full time

Job Title: Real Time Analyst - WFM

Location: Gurugram

**Salary**: Up to 35k

Working Days: 6 days/week

Shift: Rotational Shift

Experience: 1 year

**Responsibilities**:

- **Monitor real-time call center operations using Genesis and Avaya systems.**:

- Ensure adherence to service level agreements (SLAs) and KPIs.
- Manage agent schedules, break times, and adherence to shifts.
- Provide real-time adjustments to meet business needs and optimize resource utilization.
- Generate and analyze performance reports to identify trends and provide actionable insights.
- Coordinate with team leaders and managers to ensure smooth operations and resource optimization.

Qualifications:

- **1 year of experience in a similar RTA role, specifically with Genesis and Avaya.**:

- Basic understanding of call center operations and real-time monitoring tools.
- Strong communication and problem-solving skills.
- Ability to work under pressure and handle multiple tasks efficiently.
- Proficiency in Microsoft Office and relevant scheduling tools.
- Benefits:

- Competitive salary package
- Opportunities for career growth and skill development

**Job Types**: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Schedule:

- Rotational shift

Application Question(s):

- Do you have experience in Avaya or Genesis system?
- Are you an immediate joiner?

**Experience**:

- RTA-WFM: 1 year (required)

Work Location: In person



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