Workforce Management

2 days ago

Bengaluru, Karnataka, India Gainwell Technologies LLC Full time ₹ 1,50,000 - ₹ 28,00,000 per year

WFM - RTA (Real Time Adherence)

A WFM RTA (Workforce Management Real-Time Analyst) is responsible for actively monitoring and managing call volumes, agent availability, and workload distribution in real-time to ensure service level agreements are met. This is achieved primarily by adjustments to schedules and agent assignments as needed throughout the day based on live data; their key responsibilities include analyzing queues for adherence opportunities and taking corrective actions to optimize operational efficiency via Teams chats with functional areas.

Key skills for a WFM RTA:

  • Strong analytical skills to interpret data and make informed decisions quickly
  • Excellent communication skills to collaborate with operations teams and escalate issues effectively
  • Ability to work under pressure and make rapid adjustments in a fast-paced environment
  • Proficiency in workforce management software and tools
  • Understanding of contact center operations and key performance metrics

Role & Responsibilities

  • Real-time monitoring:

Continuously monitor call volumes, agent status (logged in, available, on calls, on breaks), and queue lengths to identify potential issues.

  • Staffing adjustments:

Proactively adjust agent schedules in real-time by adding or removing agents from queues based on call volume fluctuations.

  • Break management:

Ensure agents take scheduled breaks and manage unplanned absences to maintain optimal staffing levels.

  • Adherence monitoring:

Track agent adherence to their scheduled work times and identify deviations requiring intervention.

  • Performance reporting:

Generate real-time reports on key metrics like call volume, average handle time, and service level attainment.

  • Collaboration with operations team:

Work closely with operations managers to identify and address operational challenges, providing insights to improve

scheduling strategies.

  • Identifying trends:

Analyze real-time data to identify patterns and trends that may impact service levels and proactively address potential issues.

  • Escalation management:

Escalate critical issues to relevant stakeholders when necessary, such as unexpected high call volumes or staffing shortages.

  • System management:

Utilize workforce management software to monitor real-time data, adjust schedules, and generate reports.

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