Real Time Monitoring Agent-wfm
4 days ago
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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