Rta Wfm

4 days ago

Seepz Mumbai Maharashtra, India Paramount HR Full time

Needs to Have
- **Job Responsibility**:

- Manage a team of RTA analysts to ensure business continuity through outage and event management along with business-as-usual KPIs.
- Agent schedule adherence and queue management using WFM tools and call-out non-adherence activities to business and operations teams.
- Enforce schedule adherence and KPI deliveries such as Service Level, AHT, Abandon, and ASA.
- Monitor skilling changes for various units within a business to effectively manage channels/units based on dynamic requirements.
- Suggest recommendations to WFM units as well as Operations to manage Overtime, VTOs, Same day ATOs and other offline activities based on intraday performance.
- Create intraday and historical reporting to share business KPI delivery with stakeholders.
- Create ad-hoc reports for real-time analysis on deviations to forecast, plans or schedules.
- Create and present performance review presentations to stakeholders with statistical and analytical insights

**Need To have**
- 4+ years of WFM Experience with hands-on experience of IEX and CXOne including a minimum of 3+ years of experience in managing RTA teams
- Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.
- Advanced Excel knowledge is compulsory with working knowledge of other MS Office tools like Powerpoint, Word and Outlook.
- Experience with tools like Python, R etc. will be an added advantage.
- Team player as well as a skilled individual contributor.
- Excellent interpersonal and communication skills to manage team, client, and stakeholder conversations.
- People management and ability to get work done under high pressure situations.
- Ability to work on flexible schedules aimed at supporting a 24x7 operation, with the expectation that there may be either Day, Afternoon or Night shifts across all days of the week.

**About You -**
- Smart, detail-oriented, organised, proactive and a self-starter.
- Analytical, logical, and practical in approach to solving complex problems.
- Should possess the ability to convey thoughts and concepts effectively, accurately, and concisely, and provide information to all stakeholders.
- Collaborative and ability to maintain strong follow through on actions.
- Excellent critical thinking skills.
- Must possess strong quantitative, analytical, and technical aptitude skills.
- Must demonstrate excellent interpersonal skills with all stakeholders.

Pay: ₹9,177.61 - ₹46,425.22 per month

Work Location: In person

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