Real Time Analyst

5 days ago

Andheri, Maharashtra, India Paramount HR Full time ₹ 3,60,000 - ₹ 6,96,000 per year

Job Description: WFM Real Time Analyst

Excellent Communication Skills is Mandatory.

* 2+ years of RTA Experience with hands-on experience of IEX and CXOne.

* Oversee all real-time WFM activities to ensure operational and client goals are met

* Implement analysis and reporting via WFM tools available

* Prepare daily/weekly/monthly reports and distribute them to the leadership and Senior Management Team.

* Analyze past volume and staffing patterns, using historical and forecasted data, to ensure that SLAs are met.

* Reporting of information such as call volumes, SL and abandon rates as and when required by the business.

* Working knowledge of WFM tools like Verint, Genesys, Aspect and Calabrio etc. is an advantage.

* Excel knowledge is compulsory with working knowledge of other MS Office tools like PowerPoint, Word and Outlook.

* Complete understanding of overall operational activities including phone, email, chat, community, and social media support.

* Clear communication skills to manage client and stakeholder conversations.

* Team player as well as a skilled individual contributor.

* 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.

Candidates Can share Cv On

Job Type: Permanent

Pay: ₹50, ₹58,000.00 per month

Education:

  • Bachelor's (Required)

Experience:

  • RTA: 2 years (Required)

Work Location: In person

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